Acknowledgment or auto-reply emails are sent to the sender of emails that JIRA Jira picks up to create issues or comments. It is a useful helpdesk/service desk feature that assures your customers or partners that their request has been processed and recorded correctly.

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Auto-Reply with JETI Mail Handler

JETI Mail HandlerHandlers is a component that can not only pick up emails from an email account and create issues or comments from the emails. But also it has a lot more features, including sending auto reply emails back to the sender. Steps to do:

• First, create your template Email Templates for the auto-reply emails using in built-in template editor.
• Then configure JETI Mail Handler for your project and/or issue types, as detailed in Mail Handler and Auto-reply emailsHandlers. Select the new template in the Mail Handler Context's Template for Auto-reply Emails attribute.

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If you don't want to use JETI Mail Handler to send automatic acknowledgment emails, you can use JETI Event Notifications.  When JIRA Jira creates an issue from an incoming email, an internal Issue Created event is thrown.

This event can be handled by a JETI Notification Template to send the auto-reply email.

Steps to do:

• First, create your template Email Templates for the auto-reply emails using in built-in template editor.
• Configure a mail handler that can save the sender's email address in a custom field. You can use JETI Mail HandlerHandlers that can easily do this for you. You will need the sender's email address in your later.
• Create a JETI Notification Template Event Notifications (which is analogous to JIRAJira's Notification Scheme but does a lot more).
• Add the Issue Created event to this Notification Template and select the above created template.
• Configure the Notification Event properly:
  • select the custom field where the sender's email address is stored in the Recipients section
  • set email subject and body
  • set various options of your choice
• Associate the Notification Template with a Context Contexts to activate it for your projects and/or issue types.

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If you don't want to use JETI Mail Handler or JETI Notifications to send automatic acknowledgment emails, you can still use JETI PostWorkflow post-function.  

Steps to do:

• First, create your templateEmail Templates for the auto-reply emails using in built-in template editor.
• Configure a mail handler that can save the sender's email address in a custom field. You can use JETI Mail HandlerHandlers that can easily do this for you. You will need the sender's email address in your later.
• Modify the Create Issue transition of the workflow of your project, add the JETI PostWorkflow post-function as the last post-function in the list.
• Configure the post-function as:
  • select the custom field where the sender's email address is stored in the Recipients section
  • set email subject and body
  • set the various options
  • select the above created template 
• Activate your workflow / publish the draft

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