Mail Attachments for Jira Service Desk Home

Introduction

Currently, if an attachment is included in a notification, an inline preview of the attachment is visible within the e-mail notification. Attempting to access the attachment redirects to the instance's hosted location of the attachment, requiring the user to login to the instance to retrieve the full attachment.

This plugin allows you to:

• To share comments and attachments with customers. All attachments are included as an actual e-mail attachment within the e-mail notification so that the attachment can be downloaded directly from the e-mail without having to login to the instance.

• Modify the subject of the email.

• Send email to organizations (optional).

Prerequisites

JIRA outgoing emails configuration

If this is the first time you use JIRA mail notifications, you will have to add an SMTP server. Go to "Administration" -> "System" -> "Outgoing Emails" -> Add SMTP Server.

Service Desk for JIRA

Service Desk for JIRA application must be installed. If this is not the case, go to "Administration" -> "Applications" and install "Service Desk".

Usage

You can share comments and attachments by accessing a Service Desk task and clicking on "Share with customers" button:

To take into account: If it is not a Service Desk task or SMTP server is not configured, option will not appear.

Add a new attachment on the email and issue

You can add a new attachment by clicking on "Choose files" button and selecting a file:

Add existing issue attachment to the email

You can add an existing attachment by clicking on "Attachment" button on the toolbar and selecting the desired file:

Modify the subject of the email

You can modify the email subject by unchecking "Use default template" and changing the "Subject" text field:

If "Use default template" is checked, subject will be generated using the customer notifications template of Service Desk (see templates point for more details).

Share with organizations (optional)

It is possible to share comments and attachment with organizations besides to notify only the reporter and participants.

To add an organization, simply type one or more in the "Organizations" autocomplete field:

Add comment to issue and send email

Click on "Share comment with customer" button to finish:

Comments and attachments will be included in the issue and the add-on will send the email.

Allow sending attachments to customers during an issue transition screen (available since plugin version 1.0.10)

In order to override the original behavior of Service Desk and use plugin functionality instead, follow those steps:

1. Add Post Function

   1. Edit the desired workflow (Go to "JIRA Administration" -> "Issues" -> "Workflows" and click on "Edit" link of the workflow).
      
      

            

   2. Select the desired transition.
      
      

   3. Click on the "Post Functions" link of the right menu of the selected transition.

   4. Click "Add post function".

   6. Select the radio button "Mail attachments - Share comment with Service Desk customer".
      
      

   7. Click "Add" button.

      Warning!! The order of the post function is very important. This post function must be placed before "Add a comment to an issue if one is entered during a transition" in order to override the original behavior of Service Desk.  

   8. Click on publish workflow draft button.
      
      

2. Add fields to the screen (optional)

   1. Edit the desired screen (Go to "JIRA Administration" -> "Issues" -> "Screens" and click on "Configure" link of the screen).
      
      

   2. Add following additional fields:

      1. "Attachment". This is an optional field. If field is not present, no attachment will be sent by email.

      2. "Organizations to send email". This is an optional field. If field is not present, no email will be sent to organizations.

      3. "Send to all participants". This is an optional field. If field is not present, no email will be sent to participants.

         We can change the field default value. Steps are:

         1. Go to "JIRA Administration".

         2. Click on "Issues".

         3. Click on "Custom fields".

         4. Click on "Configure" (right dropdown menu of the custom field)

         5. Click on "Edit default value".

Email templates

The plugin is using the customer notifications template of Service Desk.

To edit templates, follow the steps below:

1. Go to "Project settings".

2. Click on "Customer notifications" link.

3. Click on "Edit templates":
   
   

4. Modify the template and click save button:

Multi-language templates

The template system supports multi-language. To add a template per language, follow the steps below:

1. Go to "Project settings".

2. Click on "Customer notifications" link.

3. Click on "Manage languages":

5. Click on add language:

7. Select the desired languages and click "Add" button:

Plugin configuration

Available since plugin version 1.0.12.

To access to the plugin configuration, please follow these steps:

1. Go to JIRA Administration → Manage apps.

2. Click on "General configuration" of the section "MAIL ATTACHMENTS FOR JIRA SERVICE DESK"  of the left menu.

General configuration

General configuration of the plugin.

Send mail dialog options

This section shows all the options that will be shown on the send email dialog.

Available options:

1. Show field organizations: If checked, the dialog to share with customers will display an option to enter organizations to send mail. Default value is true.
   
   

2. Show send to all participants: If checked, the dialog to share with customers will display an option to send to all participants. Default value is true.

Mail generation options

This section shows all the options that will be used when generating an email.

Available options:

1. Show "See attachment" comment: If checked, a comment will be included for each attachment on the body of the generated mail. Default value is true.
   
   

2. Use a custom text for "See attachment" comment: If checked, a custom comment will be included for each attachment on the body of the generated mail. Default value is false.
   
   

Multi-language support

Mail Attachments for JIRA Service Desk is translated in following languages:

• English

• Spanish

• Hungarian