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Allow external emails to be added as comments on issues

This article refers to features that will be rolling out in the coming weeks, and may not currently be available on your Jira Service Management site. To find out when these features will be live on your site, keep an eye on our release notes or the Atlassian Community.

By default, when someone who is not a request participant sends an email containing an issue key to your service project, their email will create a new issue instead of adding a comment to the original issue.

This can happen when a request participant forwards an email to someone and they reply with the service project email address in the “To” or “cc” fields of the email.

You can choose to allow all emails with a valid issue key to be added as a comment to the issue. You must be a Jira admin to do this.

To allow external emails with a valid issue key to be added as a comment:

  1. Go to Settings () > Products > Jira Service Management > Configuration.

  2. Under Email, select Yes for Allow all emails that contain a valid issue key to be added as a comment to the issue?

This will only enable comments from people with a customer account. To enable comments from everyone, you must ensure the relevant permissions are enabled:

  1. In the top-right, select Settings () > Products > Jira Service Management > Portal-only customer access
    and select Allow customers to create accounts.

  2. From your service project, go to Project settings > Customer permissions. Under Service project access, select Anyone on the web.

When the issue gets a comment with an external email, we won’t create a customer notification. This means that only agents will see the email, and it is added as a comment.

Enabling this setting could lead to spam emails being added as comments to issues and being visible in the portal. You can use the blocklist to block specific email addresses or domains. Learn more about the blocklist.

If you enable this setting, comments that are added from external emails will be identifiable in the portal and the issue view by a label stating “NOT A REQUEST PARTICIPANT”. Learn how to add a request participant.


Last modified on Dec 3, 2021
Cached at 3:49 PM on Dec 5, 2021 |

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