How to close an incident case with signature acknowledgement from user

[JAMES KHOR]

There is a requirement for user signature to close an incident that is resolved by field engineer. Has anybody in the community has implemented any such requirement using JIRA Service Desk server edition? I hope not to fall back to using the rudimentary method by printing out the ticket and get user to sign on the hardcopy. :)

Thanks.

[Ismael Jimoh]

I haven’t done this but like @Fahad Siddiqui asked do you mean the whole solution needs yo be signed off by the customer with an official signature?

If yes, then you either have to go the paper method or write a custom script which builds a PDF from your desired content and sends this to the customer in an email. The next problem is getting the customer to upload this signed off solution.

• You could also just upload the document you want signed to the ticket as part of the last response so the customer signs and uploads  back to you.

For such a scripted solution you can have a look at scriptrunner for building it.

Regards.

[Fahad Siddiqui]

Hi,

Do you mean that once the ticket is been closed or resolved customer should feedback saying issue is been fixed? 

Or you want that customers should provide digital signature? 

The main motto here is that you want customer stratification once the issue is been closed? 

[JAMES KHOR]

Hi Farhad, i am checking whether it is possible for user to sign off the incident resolution. The signature will constitute an acceptance of the resolution which has fixed the user's issue.

Thanks.

[Fahad Siddiqui]

Instead of signature why you don't add approval? The main motto will be covered i believe.