Getting started
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 Desk 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 Desk:
Jira | Jira Service Desk version | App version |
---|---|---|
8.x.x | 4.x.x | 4.x.x |
7.8.0-7.13.13 | 3.11.0 - 3.16.14 | 3.x.x |
Install the app from the Atlassian Marketplace.
Project settings
The app is configured within the Project settings form for a specific Jira Service Desk project:
- Login to Jira as a user with admin rights.
- Open a Jira Service Desk project from the Projects menu at the top of any Jira page.
- At the bottom left hand side of the page, click on the cog icon to display the Project settings page for the project.
- In the Project Settings menu at the left, find Easy Email Attachments for Service Desk and click on it.
- The current app settings for this project are displayed in a read-only view.
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
- Press the blue Edit button at the top right hand side of the page.
- 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 Desk's own notification system.
In order for the notifications emails sent by the app to be consistent with those sent by Jira Service Desk itself, it is necessary to copy over some configuration.
To copy over the settings from Jira Service Desk:
- From the app settings page, click on the customer notification template settings
link. The Jira Service Desk Customer notifications > Templates settings page will open in another tab or window.
- Copy the Subject setting string to the app settings form.
- Under Styles, copy the HTML string to the app settings form.
- Repeat for CSS by clicking on the CSS tab and copying the setting to the app settings form.
- 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 Desk 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:
- From the app settings page, click on the customer notification rules
link. The Jira Service Desk Customer notifications settings page will open in another tab or window. Scroll down to the Rules section.
- Click on the Edit button for the Public comment added default rule. The settings page for that rule will be displayed.
- Set Recipients checkboxes in the app based on the To and Exclude person who caused the action settings in the Jira Service Desk rule.
- Copy the text of the Content setting to the app settings form.
- At the bottom of the Jira Service Desk 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 Desk 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:
- Click on the Edit button for the Public comment edited default rule. The settings page for that rule will be displayed.
- Set Recipients checkboxes in the app based on the To and Exclude person who caused the action settings in the Jira Service Desk rule.
- Copy the text of the Content setting to the app settings form.
- At the bottom of the Jira Service Desk 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 Desk notification rule.
-
- In the app settings, press the Save button at the bottom of the form.
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Changes will not be saved without pressing the Save button.
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Check Jira Service built-in notification rules are disabled
After following these steps the default rules in Jira Service Desk should look like this:
See Configuration.
Testing
Ensure that the app is working correctly by:
- Creating an issue using a test Customer account with a configured email address.
- As an Agent, responding to the test issue with a comment including an attachment.
- 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.