Email This Issue
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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
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On this page
  • Use Case
  • Before you begin
  • Procedure
  • Configuring a Mail Handler to Process Emails
  • Configuring Event Notifications

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  1. FAQ
  2. Tutorials

Setting up an Email Help Desk

This tutorial explains the steps you need to follow in order to set up a typical email help desk using Email This Issue without Jira Service Management.

Use Case

This tutorial covers the following use case:

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

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

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

4. The service management user 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

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 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.

4. Go to Jira Administration --> Issues, add a text custom field, name it as External Participants, and add a Multi-User picker field called Internal Participants. Make sure the fields are accessible in the project and issue type you configured above.

5. Go to Email Templates under OUTGOING EMAILS and Click Add to add a new template, then name it e.g. Auto Acknowledgment. Customize your template, then click Save.

6. Go to INCOMING MAILS --> Mail Handlers and click Add, then set the attributes of the Mail Handler Context:

  • Project: select the project you configured your mail handler for (Helpdesk). You can leave Project 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.

  • Select the Email Processing Strategy, most typically Create or Comment or Link Issues (Supports Split Regex).

  • In Acknowledge New Issues and Acknowledge New Comments, select the Auto Acknowledge template you created above. 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: Internal Participants.

  • In Sender Field, select "External Participants".

  • 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)./

7. Click Save.

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

See more here:

Configuring Event Notifications

1. Go to OUTGOING EMAILS --> Email templates and click Add to add a template for your outgoing emails.

2. Base your template on Default and name it e.g. Helpdesk Template.

3. Customize the template according to your needs, and click Save.

4. Go to OUTGOING EMAILS --> Notifications and click Add to create a new Notification Template, then name it e.g. Helpdesk Notifications.

5. On the Notification Events page click Add to add an issue event to the notifcation, and select an event type and the template you created above: Helpdesk Template.

6. Configure the event the following way:

  • Leave the JQL filter empty for now.

  • In the dropdown of Recipients (To), select the fields External Participants and Internal Participants.

  • Add users and/or email addresses.

  • Configure CC Recipients and BCC Recipients according to your needs. These must be enabled separately.

  • In Content, enter your email subject and body according to your needs. These values will be combined with the Template to build the emails content and layout.

  • Select an attachment rule to specify how attachments should be (or should not be) added to the email.

  • In Options, select HTML email type and other options as you wish.

7. Click Save.

8. Repeat the above steps to add all your events. Once completed, your Notifications will look something like this:

9. Go to 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 Project 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)

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

Read more here:

PreviousGetting StartedNextSetting up customized notifications

Last updated 9 months ago

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Mail handlers
Contexts
Email templates
Email Templates
Event Notifications
Service Management Integration
Contexts
FAQ