Preset: Email

Preset for the Outlook email feature can be defined for all kinds of Outlook emails (new, reply). Learn more about the configuration process below.

Configure a Preset for Emails

Click through this short demo to configure a Preset for your Outlook emails.

Preset settings

Preset blueprints

You can create presets from scratch (first two options) or from a preconfigured blueprint (see options below under “recommendations”). Blueprints are available for specific use cases, such as incident management and internal ticketing.

Email Preset blueprints provide pre-filled configuration options for:

Sender & participants
Subject & body of the email (message)
Priority & receipts
Access options (sharing)
Dialog configuration (e.g. advanced mode)
Built-in automations

You can adjust or accept these options.

When creating a Preset, you can choose between a JSM or Jira project. Configuration options differ based on the Preset type.

Preset framework

Preset icon & name	Choose a specific name and icon so that users understand the usage of the Preset.
Preset tag	Use tags e.g. “internal” / “external” / “sensitive” etc. to categorize the Preset for the user.
Preset description	Be as precise as possible to distinguish easier among your Presets.

Email settings

To access sender or recipients data, you must log in with your Microsoft 365 account via this button on the bottom of the page.

Sender	Choose a sender of the email, if the mail should be send on behalf of another user or shared mailbox: Set-up a shared mailbox here.
Participants	Choose, “to” whom the email should be send, as well as who should be in “CC” and or “BCC”. Static user: Search by email for a required persons. Jira field: Enter a Jira field term to be added here.
Subject and body	Choose among created email templates which content should be prefilled when choosing a Preset in Jira. Create a global Preset: Only globally defined templates can be accessed. Create a project specific Preset: Globally and project specific templates can be accessed. Create a new template: If existing templates do not meet your criteria, set up a new one directly from the Preset configuration.
Attachments	Decide on whether to include all Jira attachments when sending new or replying to existing emails from Jira.
Priority	Choose a priority of the email being sent.
Receipts	Delivery receipt: Receive a confirmation when the email is received. Read receipt: Receive a confirmation when the email is opened.
Access	Decide whether to share the content of the email with every user having access to the issue or to keep it private.

Dialog configuration

Built-in automations
NOT EDITABLE BY THE USER

Choose from built-in automations that integrate Microsoft 365 features with Jira and make workflows more efficient in Jira and/or JSM projects. No manual setup is required. These settings are active throughout the chat's lifecycle and have no automation service limit.

JSM projects
Email sent >> JSM comment	Attach a comment to the request, when a new email is sent. All involved persons will be notified via email. Jira comment visibility: Internal comment: Decide, if the comment should only be visible for your team (internally). Customer comment: Decide, if the comment should be visible for the customer (notification will be send via e-mail, as usual)
Email sent >> Add recipients as issue participant	Choose from drop down menu: Existing: Existing users and customer users to the issue will be added. Create new customers: Add existing users and create customer users.
Email sent >> Assign user to issue	The user will automatically be assigned to the issue, if they send a new email from it (provided that the user has permissions to assign themselves).
Email received >> JSM comment	Attach a comment to the request, when a new email is sent. All involved persons will be notified via email. Jira comment visibility: Internal comment: Decide, if the comment should only be visible for your team (internally). Customer comment: Decide, if the comment should be visible for the customer (notification will be send via e-mail, as usual)
Request resolved >> Email backup*	After resolution of the request, a backup of all shared emails is attached to the JSM request in the form of a .zip file containing every email as an .eml file. Choose among language options.
PROJECT SPECIFIC Email sent >> Transition request	When an email linked to a JSM request is sent, the rule triggers a predefined workflow transition on that request. Choose which transitions to use when the chat starts. You can: Pick specific transitions for each workflow, or Use transitions that share the same start and end statuses across multiple workflows. Please note: Only transitions without screens are available. For specific workflows: choose one “any status” transition per workflow, or multiple transitions from specific statuses. For shared transitions: choose one “any status” transition, or multiple transitions from specific statuses across workflows.
Jira projects
Email sent >> Jira comment	Attach a comment to the work item, when a new email is sent. All involved persons will be notified via email.
Email sent >> Assign user to issue	The user will automatically be assigned to the issue, if they send a new email from it (provided that the user has permissions to assign themselves).
Email received >> Jira comment	Attach a comment to the work item, when a new email is sent. All involved persons will be notified via email.
Work item resolved >> Email backup*	After resolution of the work item, a backup of all shared emails is attached to the JSM request in the form of a .zip file containing every email as an .eml file. Choose among language options
PROJECT SPECIFIC Email sent >> Transition work item	When an email linked to a Jira work item is sent, the rule triggers a predefined workflow transition on that request. Choose which transitions to use when the chat starts. You can: Pick specific transitions for each workflow, or Use transitions that share the same start and end statuses across multiple workflows. Please note: Only transitions without screens are available. For specific workflows: choose one “any status” transition per workflow, or multiple transitions from specific statuses. For shared transitions: choose one “any status” transition, or multiple transitions from specific statuses across workflows.

Built-in automation: Transition request/work item

The following explanation is based on the Teams preset.

Select one or more transitions from specific workflows and have them also listed in the shared across workflows tab, if the selected ones also exist in other workflows.

Select transitions via the tab “ from specific workflows” …

… and also see them listed in the “shared across workflows” tab

Start by selecting transitions which are shared across workflows. Switch to the tab for specific workflows to see all workflows containing the selected transition. Delete or keep transitions, if desired.

Select transitions via the tab “shared across workflows” …

… and also see them (categorized) in the “from specific workflow” tab

Please note:
Whenever there is an “any status”-transition selected, no other transition can be selected in this workflow.

If you want to set up more advanced Jira automation rules with Microsoft 365, click here.

Finish set-up

Create only

Create the Preset and it will be available in the admin / project settings in Jira. It needs to be manually activated via the settings.

Create + activate globally

Create and activate the Preset and it is automatically active in all Jira projects with no project-specific settings.

📌 Please note: If there are project specific settings, the project admin still needs to activate the Preset manually via the project settings.

Create + force activation

Create and activate the Preset and it is automatically active in all Jira projects regardless of project-specific settings.

📌 Please note: Project specific settings will be overridden and the Preset will automatically be available and selectable in the Jira issue.