Capture automation email reply as comment in ticket

[Admin]

Hi Guys,

We are using a Automation for Jira to send an email to one of our partner when the issue moves to In Final Review status, when they reply to that email, we would like to capture that in the ticket as a comment.

Is there a way to do it ? If so please suggest how.

Thanks

[John Funk]

Hi Admin,

I do not currently use Jira Server, but that is the normal behavior in Jira Cloud. When an issue is email to someone and they reply, it is added as a comment. Make sure the issue key is included in the Subject when you send the email. 

[Yatish Madhav]

Hi

Thank you for this.

Is there any documentation for this? I am wondering if the subject needs the issue key any where in it?

i.e. if i send an email to a user and the subject line is "KEY-123" versus "Alert - KEY-123 -Please respond". Will both replies to emails with those 2 subject lines create a comment?

I am thinking not as I tested BUT i am sending to a distribution list of which the JSM email handler is a member. 

Sending an email directly to the email handler with subject "KEY-123" only - does comment on that ticket 

Please advise?

[Mark Derbecker]

> When an issue is email to someone and they reply, it is added as a comment. Make sure the issue key is included in the Subject when you send the email. 

This is not my experience with Jira Automation. It IS my experience with the built-in Jira Service Desk notifications.

[Jason Weddell]

This has been my experience as well. I run a help desk and an internal project. The Help desk has no problem using email to create comments. The other projects receive automation emails from no-reply, so the reply email goes no where.

Having the ability for non-jira users to receive emailed tasks and respond to those emails to leave comments would be great, since they can't change the states or anything else.

[Mark Derbecker]

I learned something: If you make sure the reply-to for your Jira Automation message is set to your support project's email address (i.e., the email address that causes issues to be auto-created) then I find that the mechanism DOES capture it as a comment.