Define auto-reply for outgoing mail

[Laniya Abraham]

Hi, 

I want to define auto replies for customers who send a ticket to our support mail id on Jira ServiceDesk. I see that the page Outgoing Mail, as in:

Jira Settings > System > Outgoing Mail (Under Mail) 

Is Enabled, by default. The only option available on the page is to Disable Outgoing Mail. The rest of the page is blank. 

Please let me know how to set up auto-reply. 

Thanks!

Laniya

[Patrick Cartier [Candylio]]

Hi @Laniya Abraham,

Check out Jira's out of the box automation for this one.  This is located in your project settings.

project settings cog>automation

You could create a rule "when issue is created, if issue matches filter, then send email"

Then you can edit the template if you like in the "customer notifications" setting

[Laniya Abraham]

Hi Patrick,

The above would be to set permissions on when an email need to sent. But, Jira does not allow to customize an auto-response. Would customizing an auto-response be possible? Please let me know. 

Thanks!

[Patrick Cartier [Candylio]]

According to this:

https://jira.atlassian.com/browse/JSDCLOUD-3311

it is possible using automation and the linked documentation here:

https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html

You need to set up a trigger like I said before.

Hope this helps!

[Laniya Abraham]

Hi Patrick,

This did work. Thank you tons for the help. You are amazing.

Thanks!