How to set up auto-reply or acknowledgment emails

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

There a few alternative solutions to configure auto acknowledgment in JETI:

  • using JETI Mail Handler
  • using JETI Notifications
  • using JETI Postfunction

Auto-Reply with JETI Mail Handler

Mail Handlers 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, 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 Handlers. Select the new template in the Mail Handler Context's Template for Auto-reply Emails attribute.

You're done. This is the simpliest and dedicated solution. Auto-reply will be sent for the next incoming email that is processed by JETI's mail handler.

Email only

Auto-reply emails are sent upon incoming emails only. When issues are created manually, emails are not sent.

Auto-Reply with JETI Notifications

If you don't want to use JETI Mail Handler to send automatic acknowledgment emails, you can use Event Notifications.  When 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, 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 Mail Handlers that can easily do this for you. You will need the sender's email address in your later.
  • Create a Event Notifications (which is analogous to Jira'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 Contexts to activate it for your projects and/or issue types.

If the above is complete, auto-acknowledgment emails will be sent next time an issue is created.

Always on create

This solution does not only send auto-reply emails when an incoming email is processed but also when an issue is created manually. As Jira obviously throws Issue Created in this case too.

Auto-Reply with JETI Post-function

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

Steps to do:

  • First, 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 Mail Handlers 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 Workflow 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

If the above is complete, auto-acknowledgment emails will be sent next time an issue is created.

Always on create

This solution does not only send auto-reply emails when an incoming email is processed but also when an issue is created manually. As Jira obviously throws Issue Created in this case too.