Email This Issue
📈 Marketplace❓ Support❤️ Feedback🏠 META-INF Apps
Email This Issue - for Jira Server/Data Center
Email This Issue - for Jira Server/Data Center
  • ⬇️Start Here
  • Email This Issue - for Jira Server/DC
  • Features
  • Secure the email channel with Email This Issue
  • Comparing Email This Issue and Jira Server/DC
  • 🤓Documentation
    • Outgoing Emails
      • Sending manual emails
        • The difference between email editors
        • Enabling template categories so templates can be chosen on the Email screen
        • Mail Generation Queue (formerly called Event Queue)
        • Manual Email Default Settings
      • Sending issue filters by email
      • Email templates
        • Adding custom macro to email templates
        • Adding Email Audit Log to email templates
        • Adding fields to email templates
        • Adding issue comments to emails
        • Adding issue link information to your template
        • Adding issue operation links to the email
        • Adding a signature with a company logo to emails
        • Adding user properties to emails
        • Disabling links and avatars or icons in templates
        • Formatting Date and Time values
        • Using reply templates
        • Using Mail Body Initializer templates
        • Rendering templates within templates
        • Velocity Context in email templates
        • Formatting number values
        • Searching for issues in email templates
        • Changelog information in email templates
        • Canned responses
      • Contexts
        • Context Resolution Algorithm
      • Event Notifications
      • Distribution lists
      • Workflow post functions
      • Custom fields
    • Incoming Emails
      • Attachment Filtering
      • Next Generation Mail Handlers
        • Jira automation and Next Generation Mail Handlers
        • Using regular expressions
      • Classic Mail Handlers - Deprecated
        • Mail Handler Error Log
        • Step-by-step Classic Mail Handler to Next Generation Mail Handler migration aid
        • Field Rules
        • Phasing out the Classic Mail Handler
        • Comparing the Classic and the Next Generation Mail Handlers
    • Integrations
      • CRM for Jira
      • nFeed
      • Glass Documentation
      • API - Integration with other services
    • Administration
      • General configuration
      • Email Audit Log
      • Outgoing Mail Connections
      • Outgoing Mail Queue
      • Incoming Mail Connections
      • Incoming Mail Queue
      • Incoming Mail Log
      • Backup and restore settings
        • Backup and restore administration
          • Backup menu
          • Restore menu
        • Backup and Restore Tutorials
          • Backup and restore for empty email settings
          • Backup and restore only parts of a configuration
          • Backup and restore every setting in the same instance
      • OAuth2 Authorizations in Email This Issue
        • OAuth2 Client Credentials
        • Authorizing Email This Issue to access Gmail accounts
        • Authorizing Email This Issue to access Microsoft 365 accounts
        • Enabling OAuth2 Authorization in your Google Account
        • Enabling OAuth2 authorization in your Microsoft 365 account
        • Troubleshooting guides for Microsoft OAuth2 Connections
          • How to fix "Authorization Was Interrupted" error
          • How to fix "BAD User is authenticated but not connected" error
          • How to fix "401 Unauthorized" error
          • How to fix "key expires_in " error
          • How to fix "Need admin approval" error
      • Alerting via Webhooks
        • Webhooks
          • Configuring Slack to receive webhooks
          • Configuring OpsGenie to receive webhooks
        • Webhook execution logs
      • Email Security
    • Service management integration
    • JQL Functions
    • Top-level menu navigation
  • ☁️Server to Cloud Migration
    • Server to Cloud - Automatic Migration tool
    • Server to Cloud - Manual migration guide for Email This Issue
      • Overview of available features
      • Differences of the Server and Cloud user interface
      • Migrating Outgoing Settings
        • Migrating Templates
        • Migrating Notifications
        • Migrating Manual Email Defaults
        • Migrating Contexts
        • Migrating Canned Responses
        • Migrating Post Functions
        • Migrating Outgoing Mail Connections
      • Migrating Incoming Settings
        • Migrating Classic Mail Handlers
        • Migrating Next Generation Mail Handlers
        • Migrating Incoming Mail Connections
        • Migrating Incoming Mail Queue Settings
        • Migrating Incoming Mail Log Settings
      • Migrating Other Settings
        • Migrating OAuth2 Credentials
        • Migrating global default email settings
        • Migrating permissions for sending emails manually
        • Migrating recipient restrictions
  • ❓FAQ
    • FAQ
      • How to bypass workflow conditions
      • How to avoid email loops
      • How to control who to send emails to
      • How to customize Email From in outgoing emails
      • How to enable logging
      • How to install license keys
      • How to find out why the Email button is missing
      • How to obtain a community or non-profit license
      • How to prevent duplicate emails
      • How to remove old content from reply emails
      • How to send personalized emails to recipients
      • How to set up auto-reply or acknowledgment emails
      • How to track cases when you don't get any emails
      • How to view the log of incoming and outgoing emails
      • The iOS Mail app does not show attachments
      • How to route emails to projects
      • How to maintain email threads in Jira
      • How to fix issues with a corrupt index state
      • How to set polling interval for mail accounts manually
    • Tutorials
      • Configuring email approval
      • Customizing the email template used with manual emails
      • Enhance Jira Service Management with Email This Issue
      • Getting Started
      • Setting up an Email Help Desk
      • Setting up customized notifications
      • Setting up a Service Management with a Next-Gen Mail Handler
  • 🌪️Misc
    • Open Source Components
    • Pricing Updates
      • Pricing Update effective October 1st 2018
      • Pricing Update effective December 1, 2021
    • End of Support Policy
    • Security Advisories
      • Email This Issue Security Advisory 2020-02-18
    • Database Tables
    • Translations
  • 🆕Release Notes
    • Release notes
      • 9.x.x
        • 9.15.0 Jira 10 compatibility
        • 9.13.0 Improvements and Fixes
        • 9.11.0 Improvements and fixes
        • 9.10.0 Major improvements and fixes
        • 9.9.1 Improvements and fixes
        • 9.9.0.2 Major improvements and fixes
        • 9.8.0 Improvements and fixes
        • 9.7.0 Improvements and fixes
        • 9.6.0 Improvements and fixes
        • 9.5.0 Improvements and fixes
        • 9.4.0 Bugfixes
        • 9.3.3. Improvements and fixes
        • 9.3.2 Major improvements
        • 9.3.1 Automatic cloud migration
        • 9.2.2.1 Bugfixes
        • 9.2.2 Improvements and fixes
        • 9.2.1.3 Compatibility changes for Jira 9.0.0
        • 9.2.1 Major improvements
        • 9.2.0 Improvements and fixes
        • 9.1.1 Improvements and fixes
        • 9.1.0.1 Alerting and other major new features
        • 9.0.2 Bugfixes, next step in deprecating the Classic Mail Handler
        • 9.0.1 Minor improvement and fixes
        • 9.0.0 Major improvements
        • 9.12.0 Improvement and fixes
        • 9.17 Improvements and Fixes
        • 9.18.0 Improvements and fixes
      • 8.1.x
        • 8.1.3 Classic handler is deprecated, timezone support, bug fixes
        • 8.1.2 Important bug fixes
        • 8.1.1 Microsoft 365 OAuth2, improvements and fixes
        • 8.1.0 Microsoft 365 OAuth2, improvements and fixes
      • Up to 8.0.6
Powered by GitBook
On this page
  • Use case
  • Before you begin
  • Procedure
  • Preparing email templates for customer notifications
  • Configuring a mail handler to process emails
  • Configuring Event Notifications
  • Related articles

Was this helpful?

  1. FAQ
  2. Tutorials

Enhance Jira Service Management with Email This Issue

This tutorial explains how to enhance Jira Service Management with Email This Issue to process incoming emails or to send customer notifications.

Use case

This tutorial covers the following use case:

1. An external customer reports a ticket via email, a new issue is created from email, and a customer account is created automatically.

2. A service management agent requests more information form the customer by commenting the issue, customer is notified.

3. The customer replies to the email, the issue is commented, old content from the email is stripped out.

4. The service management agent resolves and closes the issue, and the customer is notified.

Before you begin

These must be configured to be able to implement the above use case:

  • Mail handler

  • Event notifications

Procedure

Preparing email templates for customer notifications

Email templates are needed only if you want to send emails to your customers.

1. Go to Email Templates under OUTGOING EMAILS.

2. Click Add to add one template from each of these Themes:

  • Service Management Customer Invitation: If customers may be created automatically with Public Signup Enabled in Service Management .

  • Service Management Request Participant Added Notification: if you want to notify participants when they are added.

  • Service Management Auto Acknowledge: if you want to automatically acknowledge incoming emails.

  • Service Management Request Created / Updated / Resolved / Public Comment Added: if you want to setup event notifications for Customers.

3. Use the default template content. You can customize the templates any time later.

Configuring a mail handler to process emails

1. Go to INCOMING MAILS --> Mail Handlers.

2. Add an IMAP or POP connection to an email account, e.g. support@mycompany.com

3. Add a Mail Handler with the following parameters:

  • Name: give a descriptive name, e.g. MyCompany Support Handler.

  • Server: select the email account you configured above.

  • Handler: select Email This Issue Mail Handler.

  • Project: select the Service Management project in which you want to track your ticket, e.g Helpdesk.

  • Issue Type: Select the type you want to use to represent a ticket, e.g. Request.

  • Specify a default reporter: a user who has Create Issue and Add Comment permissions in the project

  • Leave other settings with the default value.

Important: Do not enable the Create Users option!

4. Go to Jira Administration --> Issues, add a multi-user picker custom field, e.g. External Participant, and make sure the field is accessible in the project and issue type you configured above.

5. Go to INCOMING MAILS --> Mail Handlers and click Add to add a Mail Handler Context. The attributes of the Mail Handler Context should be the following:

  • Project: select the Service Management project you configured your mail handler.

  • Issue Type: select the default issue type you configured above (Request).

  • Select the Email Processing Strategy: Service Management: Create or Comment Requests.

  • Select the Customer Request Type to use. Request Types are dependent on the selected Issue Type.

  • In "When Customers are Created", select the template based on theme "Service Management Customer Invitation" or leave it empty.

  • In "When Participants are Added", select the template based on theme "Service Management Request Participant Added Notification" or leave it empty.

  • In "Service Management Comment Visibility", select "Default Behaviour".

  • In Acknowledge New Issues and Acknowledge New Comments, select the template based on theme "Service Management Auto Acknowledge" or leave it empty. This will make sure that email senders will get an instant feedback from your JIRA system, that their emails have been processed. The email will contain the issue key as a reference number.

  • In User Recipients, select "Save to multi user picker field" and select the above created field.

  • In Sender Field, select the "External Participants" field.

  • In Recipient Field and Copy Recipient Field, select "External Participants".

  • Email Address Exclusion: enter the email address this Mail Handler is listening on (see step 2).

  • In Split Regex, enter the following:

/From: |___.|On .wrote:|----Orig.|On .(JIRA)./

6. Click Save.

Result: You have now prepared Email This Issue to process incoming support emails.

Read more here:

Configuring Event Notifications

1. Go to OUTGOING EMAILS --> Notifications.

2. Click Add to create a new Notification Template, and give it a name. Make sure you select "All Matching Events" in the Event Processor field.

3. On the Notification Events page click Add to add an Customer Notification events to notify Customers on. For each customer notification you need to specify the following:

  • an email template you created above based on the appropriate themes

  • recipients

  • additional email content

4. Click Add to add an Issue Event Notification to notify Agents or Collaborators on. For each issue event notification you need to specify the following:

5. Click Save.

6. Repeat the above steps to add all your events. Once you are completed, your Notifications should look something like this:

7. Go to OUTGOING EMAILS --> Contexts and click Add to add a new context with the following attributes:

  • Project: select the project you configured your Context for (Helpdesk). You can leave the Project field empty to use this context for all projects.

  • Issue Type: select the type you configured above (Request). You can leave issue type empty, to use this context for all issue types. Template: select the template you created above (Helpdesk template).

  • Notification template: select the notification you created above (Helpdesk Notifications).

  • External Watchers Field: select the field you created for your Mail Handler, called External Participants.

  • Sender Name Pattern: enter a name that appears in the emails as the sender, you can leave it empty.

  • From Email Address: enter the email address you created for your mail handler (support@mycompany.com).

After you're done, your Context should look something like this:

Result: Your basic email support system is in place and is ready to serve you.

Related articles

PreviousCustomizing the email template used with manual emailsNextGetting Started

Last updated 9 months ago

Was this helpful?

events as described in this tutorial. Read more .

❓
Mail Handlers
Service Management Integration
here
Email Templates
Event Notifications
Service Management Integration
Contexts
FAQ