How to send email to external source when ticket is created using Mail Handler

[Raphi Levine]

I have configured Jira Cloud Mail Handler such that when an email is sent to a helpdesk@....com email address, it will create a ticket in Jira.

I have it configured to create a ticket or add a comment.  I know that it will add a comment if an email is sent to that mailbox with the ticket number in the subject.

I have the following questions:

1. Is there a way that Jira can be configured such that it will reply to the sender of the email (even if not a Jira user), with an automated response letting the user know that a ticket was created and specify the ticket number in the subject.  This way, non only will the user know the ticket and can always follow up on it, but as well simply responding would add a comment on the ticket?
2. I would also like to know if there is a way to configure Jira such that it does not delete the email.  It seems to be doing a shift delete, which is also removing it from the deleted folder.  I would like to respond to emails, and I can not as the email is gone (I can recover, but that is a pain).  I am using Office 365 (IMAP) for the mail server.
3. I recall that I once (at a different job) had ability to have the mail handler strip out signatures and other non-pertinent info when creating a ticket or comment.  Is this possible without a paid plugin (Jira Cloud)?

[Trudy Claspill]

Hello @Raphi Levine 

1. It sounds like you need to be using JIRA Service Management to manage tickets from people who are not JIRA users rather than using JIRA Software. The Service Management product has it built in to be able to send an acknowledgement message.
2. I know of no way to do this. A work around would be to have a forwarder rule set up on the email account, to forward the email to a second account that is not monitored by JIRA. Another workaround would be to have the original email sent to a distribution list that includes as a member the individual email account that JIRA monitors, and also have as a member a separate individual email account. The email would remain in the inbox of the second email account while being deleted from the inbox of the account monitored by JIRA.
3. I don't know the answer to this one. We don't use the general email handler for creating issues in our JIRA Cloud instance. Instead we are using Service Management and its email handler.

[Raphi Levine]

Thank you for your answers @Trudy Claspill .

I dont want to pay for another service which does almost the same thing.  

To me, it is no different if a user wants to tell me about an issue or feature request.  I would want to respond with an automated email as well, so that they can track their request.

Additionally, I dont want to have to manage and swivel chair between different systems (for the same reason I am not using Zendesk or any other similar tool).  I've invested in Jira, I dont want to use another software.

:(

[Raphi Levine]

b

[Trudy Claspill]

@Raphi Levine 

You could look at changing the Notification Scheme associated with the project so that the Reporter is notified when the Issue is created. That would be the equivalent of an acknowledgement message.

[Raphi Levine]

Would that send an email to a user that is not in Jira?

[Trudy Claspill]

No, it would not. When you are working with Software projects, Reporters can be only valid, licensed users of JIRA. Only a valid, licensed user of JIRA can be specified as a Reporter, I believe.

JIRA Service Management is the offering designed to handle "help desk" type functionality, where you need to support issues being created by people to whom you do not want to grant a JIRA license.