Comment in Mail

[김광일]

Notifications via email when status changes or comments are made at the Jira Service desk

I used the function to write a comment when replying from an email, but the function does not work for some time. I've never touched permissions or other special functions, so what should I check?

[Joseph Chung Yin]

@김광일 -

Welcome to the community.  The default notification is handled by your JSM project's notification scheme.  You can access it via Project settings >> Notifications where you can see who/project role are setup to receive system notifications based on the issue events.

Please note, out of the box if you are the one making the changes then you will not be notified.  You can change it the out of box setting while accessing your account profile.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[김광일]

The notification permission has never been arbitrarily changed in the project. May I know exactly which route it is?

[Joseph Chung Yin]

Out of the box, issue events will notify the current assignee, watchers, and the reporter..

Hope this helps.

Best, Joseph

[김광일]

Is it a function to reply to and comment on an email?

[Joseph Chung Yin]

Ok.  Please elaborate more on your statement of "it is a function" process?  So, I can further advise.

Best, Joseph

[김광일]

1. When the status of an issue changes at the Jira service desk, an email notification is sent.
2.There is a function to reply to the notification email.
3.When you reply, a reply should be written in the comment section, but it is not written.

[Joseph Chung Yin]

Does the notification (sent) to your user contains the issue key in the subject line? 

Best, Joseph

[김광일]

The issue key is not included.

[Joseph Chung Yin]

Can you tell me if the email notification is the default email from the system or it is a custom one that created by your team?

Is there a way that you can include a screenshot of the email notification?

Best, Joseph

[김광일]

[Joseph Chung Yin]

Can you tell me what is the subject line value of this email?

Best, Joseph

[김광일]

A templated email created by the project.

[Joseph Chung Yin]

Can you confirm what was in the subject line of the notification?  It should contains the Issue Key (if it is the out of the box setup).

Example ....

Best, Joseph

[김광일]

The notification title is the project name. There is no issue key.

[Joseph Chung Yin]

That seems very odd.  At this time, I would recommend you to submit a support request with Atlassian Support team (https://support.atlassian.com) for them to further trouble your issue on hand.

I would love to know what is their response and final solution if possible.  Please share.

Best, Joseph

[김광일]

[Joseph Chung Yin]

Are you using JSM in the CLOUD or SERVER (On-prems) env?  I was assuming that you are using the Cloud env, thus I failed to ask in the beginning.

Best, Joseph

[김광일]

SERVER (On-prems)

[Joseph Chung Yin]

Thanks for your update.  For your env, you need to check to ensure that your incoming email handler is configured properly.

Please see this link for further details - https://confluence.atlassian.com/adminjiraserver0822/creating-issues-and-comments-from-email-1142237929.html

In regards to your "Project Name" email screen shot, the project name is not the subject line of the email, it is just the sender.

Best, Joseph

[Joseph Chung Yin]

One more thing, please also check to ensure that the email defined in your notification scheme for your JSM project is the email address for the JSM env.

If the email is not for your JSM env, then this may explain why when one reply on the default notification email, that his/her replies are not added as the comments to the issue.

Best, Joseph

[김광일]

Thank you for your kind reply

[Joseph Chung Yin]

Let me of your outcome.  If my replies assisted you on resolving the issue (which I would very much like to know), please click on Accept Answer when you have a chance.

Good luck.

Best, Joseph

[김광일]

What part of the item should I check?

[김광일]

There was a mistake in the format of the email I sent you earlier. Please check the following.

Issue key included

[김광일]

please answer about my question

[Joseph Chung Yin]

@김광일 -

The email looks correct.  Can you check to see in your JSM project's permission setup and let me know who can add comments to the issues? 

Lastly, the person who replied on the email - Does that person have the proper permission to update the issue (i.e. add comments?)

Best, Joseph 

[김광일]

If it's a permission issue, can you tell me exactly what to check?

[Joseph Chung Yin]

Project settings >  Permissions

Please review your permission configuration and check "Add Comments" setup.

Something like this -

Again, I would recommend you also to submit a formal ask to Atlassian Support.  They may have more insights to your issues.

Best, Joseph