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 so replies to automation-rule email notifications can be added as comments to existing issues.

• In the email subject line, use the smart value {{issue.key}} to automatically fill in the issue key.

• If you use multiple smart values in the subject line, separate them with a space so each is treated as a distinct string.

• In the Content section, select More options and enter the service space's mail handler address in the Reply to column.

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

To find the mail handler address of the service space, navigate to the service space, then select Space settings > Channels & Self Service > Email.

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

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