Add Comments to Issues via Email Notifications from Automation Rules

Summary

Configure automation to send emails and add replies as comments on issues, bypassing default notifications.

Solution

Configure the Send email action to ensure replies to email notifications are added as comments to existing issues:

1. Use the smart value {{issue.key}} to automatically fill in the issue key in the subject line. If you use multiple smart values in the subject line, separate them with a space to treat each as a distinct string.

2. Click on More options in the Content section and enter the mail handler address of the service project in the Reply to column.

Including the issue key in the subject line enables the email to be added as a comment, as long as the sender has the necessary permissions.

Follow these steps to find the mail handler address of the service project:

• Navigate to the service project, then select Project settings > Channels & Self Service > Email requests.

Note:

Configure the settings under Settings > Products > Configuration to allow any customer to add comments by including the issue key in the subject line. You must be a Jira admin to do this.

For more details about this, please visit Allow external emails to be added as comments on issues.