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Is it possible to modify the DB through an External Tool / Process

Bruno Sergio Pongetti Goldemberg

Assuming I am running JIRA Software on a Server,

I need to modify the SQL DB through an external tool to obtain or modify a field.

for example:

{{customfield_10060}}

I want to be able to modify that later on by having an external Form/Process send into the JIRA's DB and modify that custom field.

is this possible?

Accepted answers

All comments

Brant Schroeder

@Bruno Sergio Pongetti Goldemberg - It is possible but I would not recommend it. If you are using an external form I would suggest using the Jira API. https://docs.atlassian.com/software/jira/docs/api/REST/7.6.1/

Bruno Sergio Pongetti Goldemberg

ok, let me go further and ask this:

After the ticket has been resolved and done.

Can I send on the E-mail "Your ticket has been solved" a (Button) through HTML

(something like this: <a href="Website/CODE/ETC"> Bad </a> then <a href="Website/CODE/ETC"> OK </a> and finally a <a href="Website/CODE/ETC"> Good </a>)

so I can get it to modify my custom field on the ticket in JIRA?

That wouldn't be an outside form and it would get the job done , right?

Any suggestions on how to code that?

not rly good with RESTful API (I know its possible by doing for example:

https://brunogoldemberg.atlassian.net/rest/api/2/issue/DEM-146/(something here to set value of field as "1")

https://brunogoldemberg.atlassian.net/rest/api/2/issue/DEM-146/(something here to set value of field as "2")

https://brunogoldemberg.atlassian.net/rest/api/2/issue/DEM-146/(something here to set value of field as "3")

if you can point me on right direction on how to do that it be all I need

Joe Pitt

Directly modifying the JIRA database may lead to corruption and you'll be on your own to fix it. Just don't do it

Brant Schroeder

@Bruno Sergio Pongetti Goldemberg - Are you trying to get them to provide user feedback on the issue, a rating? If so I would suggest looking at Jira Service Management. It has what you are describing built-in and allows the customer to rate their experience. Have you looked at that product.

Nic Brough -Adaptavist-

Do not do this.

Most people who suggest modifying a Jira database with SQL fail to recognise that they don't really understand it well enough, run their "clever" query and end up with a corrupt database.

You are totally unsupported from the moment you do it as well

On top of that, the only safe way to do it is to stop Jira, take a full backup of the database, restore it somewhere else to prove it is a good backup, run your SQL, restart Jira and then run a full locking re-index. You can probably see that that is hours, possibly days, of downtime.

Bruno Sergio Pongetti Goldemberg

issue is that the customers need to be log in to provide Feedback and that is "not" a viable option......

but as I said, I need a way to get feedback from a non-registed customer through Email that they can click on a HTML Button or something and it gets attached to the Ticket that they opened.

if you could provide me with an example or a solution it be much appreciated.

Bruno Sergio Pongetti Goldemberg

I am taking all this in consideration too.

just checking my options.

Bruno Sergio Pongetti Goldemberg

I agree, but as I said, I need a way to get feedback from a non-registed customer through Email that they can click on a HTML Button or something and it gets attached to the Ticket that they opened.

Nic Brough -Adaptavist-

Oh, well, I wouldn't have got anywhere near the database for that.

If you've got Jira Service-Management, then you could set them up as customers (it does mean registering, but not an account that costs anything).

If you don't, then you could ask them to send emails to a monitored box, and have an "email handler" that uses a dummy or dedicated user as the reporter instead of a user account. (JSM has an equivalent so customers can do all of it by email, it's a bit more powerful than the email handler for plain Jira)

Or you could do that as a dummy, and write your html so that it sends an email for them.

Or you could write html that doesn't bother with email, but pokes something in over the REST API

Daniel Ebers

Hi @Bruno Sergio Pongetti Goldemberg

I agree with Brant to use Jira Service Management own's "Customer Satisfaction Surveys (CSAT)" and also agree with Nic not to touch the database for this.

Just for completeness - here is the documentation in case you want to give this convenient option a try:

Jira Service Management: Customer Satisfaction Surveys (CSAT)
https://confluence.atlassian.com/confeval/jira-service-management-evaluator-resources/jira-service-management-customer-satisfaction-surveys-csat

Regards,
Daniel

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