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Is it possible to close an issue/task via email?

José Manuel Pérez_8mxfah

HI all,

I would like to know if there is any way to close a ticket via email.

For example, you are the responsible for a task and sending an email with @close and the issue number in the subject, JIRA automatically updates the task and closes it.

Thank you in advance.

Accepted answers

Angélica Luz

Hi José,

Welcome to Atlassian Community!
Currently, the notification doesn't have the option to transition issue,. We have a feature request suggesting the implementation of this ability, that would allow, in this case, to close the ticket through email:
- https://jira.atlassian.com/browse/JSDCLOUD-8043
Please, click on vote and watch to receive updates.

As a workaround you can try using an automation that will check if the comment added has, for example, "close this issue" and then the automation will transition the issue to "Done".

Screenshot 2019-07-02_17-02-48-312.png

Regards,
Angélica

All comments

Angélica Luz

Hi José,

As a workaround you can try using an automation that will check if the comment added has, for example, "close this issue" and then the automation will transition the issue to "Done".

Screenshot 2019-07-02_17-02-48-312.png

Regards,
Angélica

Pétur Björn

Is this workaround possible in Jira Cloud? I don´t see the option of creating custom rule

Angélica Luz

Hi @Pétur Björn,

Thank you for reaching out to Community!

This workaround is possible by using the Legacy automation and the new Automation, both in Jira Cloud.

If you want to use the legacy automation (the one from the screenshot I shared back in 2019), please, go to Project settings > Automation > Legacy automation > Add rule > Create a custom rule.

In case you want to use the new automation, go to Project settings > Automation > Automation > Create rule.

Screen Shot 2021-03-30 at 10.00.49.png

Hope this helps!

Kind regards,
Angélica

Pétur Björn

Thank you so much. Found this under Legacy Automation. However...if I close an issue using this method it closes correctly...BUT...if the issue is reopened, it still has the resolution field as "closed" or "solved" and no matter what status the issue is transitioned to, it always has the resolution field as "closed" or solved"

Angélica Luz

Hi @Pétur Björn,

It’s necessary to add a post function to the workflow to clear the Resolution field.

Please, go to Project settings > Workflow > Click on to edit the desired workflow.

Then, using the Diagram mode, click on the Reopen transition and select Post functions.

Screen Shot 2021-03-30 at 17.57.41.png

Add a new post function > Update Issue Field.

Screen Shot 2021-03-30 at 18.01.52.png

After that, publish the changes so when tickets are reopened, the resolution will be empty and the tickets will be considered “Open” again.

Pétur Björn

That´s it! Thank you so much @Angélica Luz A true lifesaver

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