How to set up auto-reply or acknowledgment emails
Acknowledgment or auto-reply emails are sent to the sender of emails that Jira picks up to create issues or comments. It is a useful helpdesk/service management feature that assures your customers or partners that their request has been processed and recorded correctly.
There a few alternative solutions to configure auto acknowledgment in Jira Email This Issue (JETI) using one of the following:
  • JETI Mail Handler
  • JETI Even Notifications
  • JETI Workflow post functions

Auto-reply with the JETI Mail Handler

With mail handlers you can pick up emails from an email account and create issues or comments from the emails and send auto-reply emails back to the sender. Do the following to set up auto-reply emails.
1. Set Email Templates for auto-reply emails using in built-in template editor. Read more here.
2. Configure JETI Mail Handler for your project and/or issue types and select the auto-reply template in the Mail Handler Context. Read more here and here.
Note: Auto-reply emails are sent upon incoming emails only. When issues are created manually, emails are not sent.

Auto-reply with JETI Notifications

If you don't want to use JETI Mail Handler to send automatic acknowledgment emails, you can use Event Notifications. When Jira creates an issue from an incoming email, an internal Issue Created event is thrown.
This event can be handled by a JETI Notification Template to send the auto-reply email.
Do the following:
1. Set Email Templates for auto-reply emails using in built-in template editor. Read more here.
2. Configure a mail handler that can save the sender's email address in a custom field. You can use Mail Handlers that can easily do this for you. You will need the sender's email address in your later. Read more here.
3. Create an Event Notification. Read more here.
4. Add the Issue Created event to this Notification Template and select the previously created template.
5. Configure the Notification Event:
  • Select the custom field where the sender's email address is stored in the Recipients section.
  • Set the email subject and body.
  • Set various options of your choice.
  • Associate the Notification Template with a Contexts to activate it for your projects and/or issue types.
Result: If the above procedure is complete, auto-acknowledgment emails will be sent next time an issue is created.
Note: This solution does not only send auto-reply emails when an incoming email is processed, but also when an issue is created manually, as Jira throws the Issue Created event in this case too.

Auto-Reply with JETI workflow post function

If you don't want to use the Mail Handler or Event Notifications to send automatic acknowledgment emails, you can still use Workflow Post functions.
Do the following:
1. Set Email Templates for auto-reply emails using in built-in template editor. Read more here.
2. Configure a mail handler that can save the sender's email address in a custom field. You can use Mail Handlers that can easily do this for you. You will need the sender's email address in your later. Read more here.
3. Modify the Create Issue transition of the workflow of your project, add the Workflow post-function as the last post-function in the list. Read more here.
4. Configure the post-function.
  • Select the custom field where the sender's email address is stored in the Recipients section.
  • Set the email subject and body.
  • Set the various options.
  • Select the previously created template.
  • Activate your workflow and publish the draft.
Result: If the above procedure is complete, auto-acknowledgment emails will be sent next time an issue is created.
Note: This solution does not only send auto-reply emails when an incoming email is processed, but also when an issue is created manually, as Jira throws the Issue Created event in this case too.