Send Email from Issue

In version 7.0 and later, you can send instant notifications with Send Email from Issue. This feature is available for both Jira administrators and Jira users.

How to configure Send Email from Issue

Before you start using Send Email from Issue feature, configure settings in Notification Assistant administration. Go to the Jira administration in the upper right corner, click on the “Manage apps” tab, and confirm your administration access.

On the left side of the screen, you will find the “Notification Assistant” panel. Open “Configure Send Email from Issue” tab to manage permissions and email generation options.

Permissions options

  1. Select projects to enable Send Email from Issue feature. Choose one or several projects and move them to the right column. For the enabled projects, the button “Send Email from Issue” will become visible in every Jira and/or JSD issue;

  2. Enforce add comment checkbox is responsible for the sender’s ability to send comments with or without Jira comment permission. If you enable this checkbox, a user without comment permission in Jira will be able to add comments with the help of Send Email from Issue feature.

Email generation options

  1. Email template. To specify which email template use as a default when sending email from issue, select one from the dropdown list of email templates you created before.

  2. Attachment reminder. When enabled, NAFJ will add a line at the end of the email reminding the user to check the attachments on the notification.

  3. Reminder text. When the above option is enabled, this field controls what text is used to remind the user.

How to use Send Email from Issue

Go to the Jira issue you’d like to notify recipients about. In the right upper corner, find Send Email from Issue button. Click on it to open a modal window with details.

In the modal window, you get a configuration screen where you need to include additional settings – what and whom to send. Here you can configure: email template, recipients, add your comment and attachments to both issue and email.

  1. Template and Subject. Choose a pre-configured email template for your notification.

    1. Default Email Template. Use it for sending simple notifications with Table View template theme.

    2. Service Desk customer notification template. This is the native Jira Service Desk template that is configured in the Service Desk project. When using this template you can choose whether you like to use the default subject from the Service Desk customer notification template or provide your own.

    3. Custom email template. Create your custom email templates for sending emails from issue. For example, use Comment template theme to include the most relevant information in your notification email. See: This requires administrative permissions.

  2. Recipients. To send notifications to individuals whether or not they are licensed Jira users, you specify recipients with certain attributes in the result set to receive notifications. You can pick recipients from Jira users, Groups, Project Roles, Custom Fields or enter their hardcoded email addresses. To add recipients, click on the “Add Recipient” tab and choose the required checkboxes in a modal window.

  1. People. In this tab, you can add Assignee, Reporter, Watchers, Voters, Project Lead, or Component Lead to the recipient list.


  2. Users. In this tab, you can specify Jira Users to receive notifications. Enter a user name in the user picker. In case you add a Jira user who has no access to the issue or project you configured in the notification, this user won’t be notified. If you need to notify this person anyway, add their email address to the recipients.


  3. Groups. Select one or more Jira group to receive notifications. Your notification email will be sent to every recipient separately, not as a group letter in your email agent. See more about user groups on the Managing groups section.


  4. Roles. You can select one or more Jira Project Roles to receive notifications. For example, it could be Developers, Administrators, Service Desk Customers, or Service Desk Team. See more about roles on the Managing project roles page.


  5. Custom Field. To add recipients from custom fields, you can choose a custom field of type "Text Field", "User Picker", "Multi-User Picker", "Group Picker", "Multi-Group Picker" and "JSD Request Recipients" to be the recipient. The custom field of type "Text Field" needs to be populated with one or many valid comma-separated email addresses for notifications to be sent. You can add custom fields in the administration menu "Issues / Fields". See more about custom fields on the Adding a custom field page.


  6. Email. Whether it’s a licensed Jira user or an external recipient, you can specify one or many email addresses separated by a comma to notify these people. Add CC email addresses, if needed.

3. Canned responses. When using Send Email from Issue in Jira Service Desk project, you can add Canned responses to your comments.

Manage canned responses directly from Send Email from Issue functional. Add, edit, delete or save your message as a canned response.

4. Comment. When sending an email from an issue you can add comments. Use the field Comment to add your message to an issue and include the same comment in the email message. Before sending an email from issue, we recommend you create a new email template using Comment template theme and select it as a template for your notification.

5. Attachments. Add attachments to both issue and email. Choose files from your computer and select whether you need to include/exclude some of them after adding.