Sending manual emails

To send a manual email, do the following:

1. Go to the issue in Jira.

2. On the right hand panel of the issue screen, click the three dots and choose Email from the menu.

Note: If the Email option is not available in the menu on the issue view, users might not be authorized to send manual emails. For more information, see Permissions.

Email screen

The email screen provides an easy-to-use email composition interface while keeping users in context.

The screen is divided into two panels:

  • The right panel displays the issue's details, description and custom fields so that users can easily stay in context. For more details, see Issue panel.

  • The left panel is dedicated to composing the email. Add the following here:

    • Recipient(s) To

    • Recipient(s) Cc

    • Recipient(s) Bcc

    • Responses

    • Subject

    • Message

    • Template

    • Attachments

Add new attachments

If the attachment upload is enabled in Jira, new attachment(s) can be added to the e-mail. The selected file(s) will be attached to the issue too. The file size limit concurs with the Jira issue attachment max size setting.

In case of service requests the new attachments are added as Internal comments.


Emails may have To, Cc and Bcc recipients. For all of these recipient types, you can enter or select the following:

  • Users from Jira

  • Email addresses

  • Individuals related to the issue or project, such as:

    • Assignee

    • Reporter

    • Watcher

    • Project Lead

    • Current User

  • Project Roles

  • User Groups

  • Custom Fields that may hold the following:

    • Email addresses

    • Users

    • Groups

Email content

The key attributes to specify email content are the following:





Important: The message entered here is not the body of the final email. The message will be combined into the selected template to render the layout and content of the final body of the email.

Select another template and click Preview to verify the final layout and content of the email.

The Email This Issue Rich Text Editor is available for HTML emails. The editor offers many features, such as full screen editing and WYSIWYG formatting.


If the issue has attachments, they can easily be attached to the outgoing email.


The template selected here will be used for rendering the body of the email with static and dynamic content.

Preview gives a chance to check the final layout and content of the email.

Note: Email This Issue uses the built-in spell checker of the browser. To use spell checking, enable it in the browser.

A new mail from the same issue with similar data can be sent by checking the 'Send another e-mail' checkbox. In this case, the Manual Email Screen will be shown later on, after the current mail is queued.

A pop-up message reassures the user that the email was successfully queued.

Email preview

The Preview button opens an email preview in a dialog for verifying the final layout and content of the email before sending it. It is possible to send the email directly from the preview dialog.

Canned responses

Canned responses are predefined default email messages that can easily be added to the email body. Responses help users avoid repeatedly typing long, standard messages to recipients.

Responses can render the details of the issue dynamically into the message.


The following example adds a message dynamically.

Note: As seen in the Email preview above, greetings with the full name of the issue reporter in the beginning and greetings with the name of the current user in the signature are automatically rendered.

For more information, see Default Messages (Canned Responses).

Issue panel

The right panel of the email screen displays issue details with all system and custom fields and the list of comments to keep users in context.

Note: As far as Service Management Requests are concerned, only public comments are visible on the issue panel.

Add comments

The comments listed on the issue panel can be easily quoted in the email message by clicking the links Add to mail body and (with full details).

  • Add to mail body adds the comment text to the cursor position in the Message field.

  • (with full details) includes the name of the author and the date and time the comment had been added.

The following gives an example of a comment added to the mail body with full details:

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