How to send confirmation mail to reporters?

[Fayaz Abdul]

Hello team,

Am trying to send confirmation mail to Reporters who are created issue in a project just like service desk projects.

In our scenario(Jira software project), when anonymous user sends an email to mail, an issue will creates after creating user and send a mail to user that they created but not issue created confirmation mail.

Thanks in advance,

Fayaz

[Jack Brickey]

with JSD the user creating an issue is a Customer (user) so there is an address to send the response to. In JSW you have to set up a default user as the reporter of all issues.

[Fayaz Abdul]

Hi @Jack Brickey ,

weird, how to set a single user as reporter for all issues.Issues in a project are created by number of users.

I will repeat my query, how to send confirmation mail to reporter when issue created?

Thanks and regards

fayaz

[Jack Brickey]

In Jira Software you control email notifications under project settings > notifications. Ensure that the reporter exists in a role that is listed under the Create event. If the reporter isn’t there then they must be added to the appropriate role.

[Fayaz Abdul]

Hi @Jack Brickey 

Reporter exists in a role in notifications but not getting notifications.

Thanks

[Jack Brickey]

@Fayaz Abdul , is this still an issue for you? If not please post your resolution here for others to benefit. If the issue continues I can reengage w/ you.

[Fayaz Abdul]

@Jack Brickey it's still not sending notifications to the reporters. I checked whatever yo said but no use. hope you will sort this.

Thanks

[Jack Brickey]

ok so i just reread this and wanted to reiterate my earlier response. If you are using inbound email handler to create a ticket for reporter that is NOT a user then Jira cannot respond to them because they are not in the system. Example...

Assumptions:

• Jack is a user defined in JSW instance
• Bill is not a user defined in JSW instance
• the inbound email for creating tickets in Project ABC is abc-ticket@mycompany.com
• the inbound email handler has fred@mycompany.com as the default reporter if user doesn't exist

Events:

• Jack sends an email to the inbound email address to abc-ticket@mycompany.com
• Bill sends an email to the inbound email address to abc-ticket@mycompany.com

Outcomes:

• Notification of creation is sent to Jack for his issue
• Notification of creation is sent to Fred for Bill's issue
• No notification goes to Bill as he is not a user

At least this is my understanding based on past experience/knowledge.