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Change Ticket status through email

Abid Raza

Hi,

Is there any way the ticket status is changed if the approver sends an email "Approved" -

Here is an example - We have a Project where we have setup a role who can approved the ticket and the status will be changed from "Open" to "In Progress". This can be only done by few employees who are added in "Manager" Role in this specific Project.

Now, for some reason, if JIRA is not accessible by an Approver, Can he approve the ticket and the status would change from "Open" to "In Progress"?

What are the ways to approve a ticket if JIRA Software is not accessible by the Approver?

Thanks in advance.

Accepted answers

Parvaneh Zand

Hi @Abid Raza ,

If jira is not accessible, it's not possible to approve an issue. Approvers need to log into the customer portal, otherwise the approval button inside the mail body won't change the status.

Although you can easily add comment or create issue by Mail Handler (even without logging into jira,), for doing a transition, try Script Runner Mail Handler.

https://scriptrunner.adaptavist.com/latest/jira/mail-handler.html

All comments

Putri Nur Dayana Kamarudin

Hi Abid,

Usually, if a ticket is approved, it is transitioned to 'Approved' status. This depends on your workflow configuration. Further details here: https://confluence.atlassian.com/adminjiraserver/configuring-jira-service-desk-approvals-938847527.html

If you are using Jira Service Desk, the approver will be able to approve the requests via the customer portal or email. For further details, you can head to this documentation : https://confluence.atlassian.com/servicedeskserver/approving-a-service-desk-request-939937225.html.

I hope this helps!

Abid Raza

Hi,

I know it depends on the Workflow. My Question is something else. I am using JIRA Software. There are users in "Manager" Role who can approve a ticket using JIRA Software Transition button.

My Question is, If the same user, who can approve a ticket using transition button, has no access to JIRA Software using web URL, can approve ticket through email? It means, if he just send an email "Approve" the status of the ticket automatically change to "Approved" from "Open" state?

I hope you understand my question.

Abid

Parvaneh Zand

Hi @Abid Raza ,

If jira is not accessible, it's not possible to approve an issue. Approvers need to log into the customer portal, otherwise the approval button inside the mail body won't change the status.

Although you can easily add comment or create issue by Mail Handler (even without logging into jira,), for doing a transition, try Script Runner Mail Handler.

https://scriptrunner.adaptavist.com/latest/jira/mail-handler.html

Abid Raza

Thank you. I just wanted to know if there is any option or not. Thanks for your answer.

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