Automatic Email reply to issue reporter

Hi all,

I have setup a project which is going to be used with our support inbox. I've managed to setup the mailbox so that if email are sent to the appropriate email address, it will show up in the youtrack project as a ticket. I would now like the user to receive a standard email notifying him that a ticket has been created. I've checked in the projects Workflow tab and can confirm that the "Notify Multiple Unregistered Users" Workflow has been added with the following rules:

  • collect-emails-from-reported-issue
  • notify-all-unregistered-users

But somehow when emailing a support ticket, the sender doesn't receive an notification email. What am I doing wrong here?

 

Kind regards,

Andrew

5 comments
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Hello, do you use inCloud or standalone Youtrack?

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Hi Anastasia,

thanks for reaching out. We use inCloud YouTrack. I've managed to find the following:

https://www.jetbrains.com/help/youtrack/incloud/Use-YouTrack-as-a-Help-Desk.html#enable-email-notifications

At the end there's a bit of code, but that's not really what I would like to have. Also as soon as I dispatch a ticket to another project the issuer of the ticket doesn't get notified if the developer makes a comment on the ticket, since it is now dispatched into another project. How can I solve that issue as well?

Kind regards,

Andrew

 

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Hi Andrew,

You need to set up each of these projects as described here: https://www.jetbrains.com/help/youtrack/incloud/Use-YouTrack-as-a-Help-Desk.html to solve it.

Thank you.

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Hi Anastasia,

I have setup a Support Project and followed the documentation in your link, setup the mailbox, but the problem is that it doesn't send out the same notification to the unregistered ticket issuer as for the registered ticket issuer. I would like the unregistered ticket issuer to receive a notification with the ticket ID and same response message which is also sent out to the registered users. Is this possible?

 

Kind regards,

Andrew

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Hi Andrew,

You can customize the message text as described here ("Send confirmation emails for new issues" section): https://www.jetbrains.com/help/youtrack/incloud/Use-YouTrack-as-a-Help-Desk.html#Enhancements, so it looks like a message which is sent to a registered user. 

Hope it helps.

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