Short summary of the steps required to install and configure the app.

Before starting

Before starting make sure that the following prerequisites are installed, configured and working:

  • Jira Service Management is installed and licensed.
  • A project has been created for your Service Desk.
  • Incoming email for the Service Desk has been configured and tested.
  • Outgoing email notifications are enabled and working.

See Prerequisites.

Install the app from the Atlassian Marketplace

There are two functionally equivalent versions of app, please use the correct one for your version of Jira / Jira Service Management: 


JiraJira Service Management versionApp version
18.x.x4.x.x4.x.x
27.8.0-7.13.133.11.0 - 3.16.143.x.x

Install the app from the Atlassian Marketplace.

See Marketplace installation.

Project settings

The app is configured within the Project settings form for a specific Jira Service Management project:

  1. Login to Jira as a user with admin rights.
  2. Open a Jira Service Management project from the Projects menu at the top of any Jira page.
  3. At the bottom left hand side of the page, click on the cog icon to display the Project settings page for the project.
  4. In the Project Settings menu at the left, find Easy Email Attachments for Service Desk  and click on it.
  5. The current app settings for this project are displayed in a read-only view.

See Project settings form.

Overview video

The following video walks through how to configure the settings.

See below for a step-by-step written description of how to configure the settings for each project.

Edit the settings for the project

  1. Press the blue Edit button at the top right-hand side of the page.
  2. The Project setting form is displayed. 

Enable the app for this project

Select the option Enabled for project.

Unless this option is checked, the app will not send any notification emails for this project.

Email template settings

The app uses the same templating format and variables used in the Jira Service Management's own notification system.

For the app's notifications emails to be consistent with those sent by Jira Service Management itself, it is necessary to copy over some configuration. 

To copy the settings from Jira Service Management:

  1. From the app settings page, click on the customer notification template settings link. The Jira Service Management Customer notifications > Templates settings page will open in another tab or window. 
  2. Copy the Subject setting string to the app settings form.
  3. Under Styles, copy the HTML string to the app settings form. 
  4. Repeat for CSS by clicking on the CSS tab and copying the setting to the app settings form. 
  5. Finally, repeat for Plain text.

Notification rules

Again, the app uses the same approach for defining the recipients and content for notification rules as Jira Service Management itself. 

The two events that the app replaces are:

  • Public comment added
  • Public comment edited

Public comment added

To copy over the settings for public comment added:

  1. From the app settings page, click on the customer notification rules link. The Jira Service Management Customer notifications settings page will open in another tab or window. Scroll down to the Rules section.
  2. Click on the Edit button for the Public comment added default rule. The settings page for that rule will be displayed.
  3. Set Recipients checkboxes in the app based on the To and Exclude person who caused the action settings in the Jira Service Management rule.
  4. Copy the text of the Content setting to the app settings form. 
  5. At the bottom of the Jira Service Management setting page, uncheck the Enable option and press Save. 

    • If you do not uncheck the Enable option, two notification emails will be sent to your users – one from the app and another from the standard Jira Service Management notification rule. 

Public comment edited

The steps for Public comment added need to be repeated for Public comment edited.

From the customer notification rules page opened in step 1 above:

  1. Click on the Edit button for the Public comment edited default rule. The settings page for that rule will be displayed.
  2. Set Recipients checkboxes in the app based on the To and Exclude person who caused the action settings in the Jira Service Management rule.
  3. Copy the text of the Content setting to the app settings form. 
  4. At the bottom of the Jira Service Management setting page, uncheck the Enable option and press Save.  

    • Again, if you do not uncheck the Enable option, two notification emails will be sent to your users – one from the app and another from the standard Jira Service Management notification rule. 

  5. In the app settings, press the Save button at the bottom of the form. 

    • Changes will not be saved without pressing the Save button. 

Check Jira Service built-in notification rules are disabled

After following these steps, the default rules in Jira Service Management should look like this:

See Configuration.

Testing

Ensure that the app is working correctly by:

  1. Creating an issue using a test Customer account with a configured email address.
  2. As an Agent, responding to the test issue with a comment including an attachment. 
  3. Check that the email notification is received to the test Customer email address and that the attachment is included. 

Troubleshooting and support

See Troubleshooting and Support.