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How to share internal note to Approver (not an atlassian user) via email?

halil_cicek

Internal notes are supposed to be for JSM agents and Reply to customer function helps us communicate with the orginator of the request. But here is the trick, our agents are sending approval to a managers who are not Atlassian users via email and they only see approve or regect button. They have no idea what they are approving or not.

In order to solve this our team manually inform the manager out of this process. How can we solve this issue in JSM?

Any ideas or solutions?

Accepted answers

Susan Waldrip

Hi @halil_cicek ,

As @Dave LIAO said, automation is a good way to go with this. Another option is to put instructions in the Customer Notification email to the Approver(s) that they should click the "View issue" link at the bottom of that email to review the ticket and then choose Approve or Decline.

To update the notification email content, go to Space settings > Notifications > Customer notifications and click Edit for the "Approval required" notification.

In the body of the email, you can include something like this:

Note that the Security settings for the "Approval required" notification has to be set to match your email wording (or vice-versa).

Good luck!

All comments

Dave LIAO

@halil_cicek - hi there!

I'd consider using Jira Automation! Configure an Automation rule to email the approver with details of the ticket.

Use Smart Values to dynamically populate the email. (The Email action lets you email to any valid email address. The email doesn't need to be associated with an Atlassian ID, or have a license to access your Jira instance.

halil_cicek

I have tried this but I maybe missed some steps to achive the desired response. Let me try again

Susan Waldrip

Hi @halil_cicek ,

To update the notification email content, go to Space settings > Notifications > Customer notifications and click Edit for the "Approval required" notification.

In the body of the email, you can include something like this:

Note that the Security settings for the "Approval required" notification has to be set to match your email wording (or vice-versa).

Good luck!

Dave LIAO

@halil_cicek - this is a better answer if everyone else on your service desk agrees to the same consistent wording to go out to users. (This template is used for ALL approval requests that go through your service desk project.)

Improve the default notification that goes out to your approvers, and be clear on how soon they should approve/deny requests, and whatever relevant policies apply to approvals.

Thanks Susan!

Susan Waldrip

Good point about consistent message for everyone, @Dave LIAO -- thank YOU!

halil_cicek

Thank you this is way better. With this I'm not counting down my automation credit as well

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