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Add a Comment to the Service Management Issue Mentioned in the Mail Subject


Automate adding a comment to an existing Service Management issue when the subject line of an email sent to Jira contains a valid issue key. If you want to allow comments from unregistered Jira users, you can choose a registered user who will add those comments on behalf of the email sender.


As a Service Desk Manager, I want the body of emails sent to Jira to automatically be added as a comment on existing issues when the user includes that issue key in the email subject. Comments should be added as the sender user, or as a delegated/impersonating user commenting on behalf of the sender.

Good to Know

  • addCommentAsPublic set to true to create the comment as public or false to create it as internal. Note: Not all users can comment internally.

  • Use the allowCommentsFromUnregisteredUsers boolean and the commentAsUser user Name string to allow a designated user to add comments for unregistered Jira users.


Regarding the allowCommentsFromUnregisteredUsers variable. You must be certain that you want to allow comments from emails sent to Jira from senders that are not registered users. This could open up your Jira server to comments from any source that knows a valid issue key. Please assess the risks before you use this script.


  • Jira Service Desk Jira Service Desk (3.10 - 4.6)
  • ScriptRunner for Jira ScriptRunner for Jira (5.6.14)
import com.atlassian.jira.component.ComponentAccessor import com.atlassian.jira.issue.Issue import com.atlassian.jira.permission.ProjectPermissions import com.atlassian.jira.service.util.ServiceUtils import com.atlassian.jira.service.util.handler.MessageUserProcessor import com.atlassian.jira.user.ApplicationUser import com.atlassian.mail.MailUtils import com.atlassian.servicedesk.api.comment.ServiceDeskCommentService import com.atlassian.servicedesk.api.customer.CustomerContextService import com.atlassian.servicedesk.api.permission.ServiceDeskPermissionService import com.onresolve.scriptrunner.runner.customisers.PluginModule import com.onresolve.scriptrunner.runner.customisers.WithPlugin import groovy.transform.Field import javax.mail.Message @WithPlugin('com.atlassian.servicedesk') // add service desk comment as public final addCommentAsPublic = true // allow comments from non-jira users final allowCommentsFromUnregisteredUsers = true // to allow comments from any email sender you must specify an existing user who will add the comments on their behalf @Field final commentAsUser = 'impersonatingUser' def subject = message.subject as String def issue = ServiceUtils.findIssueObjectInString(subject) if (!issue) { // existing issue not found within subject, so no issue will be updated return } def body = MailUtils.getBody(message) if (!body) { // mail has no body content so comment will not be added return } def commentUser = getCommentUser(message, issue, allowCommentsFromUnregisteredUsers) if (!commentUser) { log.error("Could not add comment to ${issue.key} from email with subject $subject, as no user with permission to comment was found") return } // get senders email addresses and prepend to mail body so comment has source email address on the first line def senders = MailUtils.getSenders(message).join(',') def commentBody = "$senders\n$body" createComment(commentUser as ApplicationUser, commentBody as String, issue as Issue, addCommentAsPublic as Boolean) void createComment(ApplicationUser commentUser, String commentBody, Issue issue, Boolean publicComment) { @PluginModule ServiceDeskCommentService serviceDeskCommentService @PluginModule CustomerContextService customerContextService customerContextService.runInCustomerContext { def createCommentParameters = serviceDeskCommentService.newCreateBuilder() .author(commentUser) .body(commentBody) .issue(issue) .publicComment(publicComment) .build() serviceDeskCommentService.createServiceDeskComment(commentUser, createCommentParameters) } } // this method will return a user who can comment or null if a valid user cannot be found def getCommentUser(Message message, Issue issue, Boolean allowCommentsFromNonJiraUsers) { @PluginModule ServiceDeskPermissionService serviceDeskPermissionService def userManager = ComponentAccessor.userManager def permissionManager = ComponentAccessor.permissionManager def messageUserProcessor = ComponentAccessor.getComponent(MessageUserProcessor) def sender = (messageUserProcessor as MessageUserProcessor).getAuthorFromSender(message) def delegatedUser = allowCommentsFromNonJiraUsers ? userManager.getUserByName(commentAsUser as String) : null // check if sender is customer user or they have the project permission to add comments def senderCanComment = null if (sender) { senderCanComment = serviceDeskPermissionService.isCustomer(sender, issue) || permissionManager.hasPermission(ProjectPermissions.ADD_COMMENTS, issue, sender) } // if sender can add comments return sender, else return the commentAsUser senderCanComment ? sender : delegatedUser }
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