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What property is updated in the database when an approval happens in Jira Service Desk?

Brett_at7k7j

We use Jira Service Desk to route various forms, some of which require approval. When someone clicks the ‘approve’ or ‘decline’ button from the customer portal, what field/property is updated in the database, and with what value? I need to know the property so I can update it on transition when someone approves with a comment. Thanks.

Accepted answers

Charly _DEISER_

Hi @Brett

I wouldn't recommend updating this value directly in the database, you may run into some problems and data corruption.

If you want to approve / decline a ticket with a comment you can use the Jira Service Desk automation custom rule to achieve this.

Anyway, the table is: AO_56464C_APPROVAL

Please be careful in order to avoid problems!

Cheers

All comments

Charly _DEISER_

Hi @Brett

I wouldn't recommend updating this value directly in the database, you may run into some problems and data corruption.

If you want to approve / decline a ticket with a comment you can use the Jira Service Desk automation custom rule to achieve this.

Anyway, the table is: AO_56464C_APPROVAL

Please be careful in order to avoid problems!

Cheers

Brett_at7k7j

@Charly _DEISER_, thanks so much for your response. I really appreciate it.

I am currently running a JIRA Service Desk automation rule to transition on comment when the comment contains the word 'approved'. However, using this automation doesn't update the approval property in the database. So, if someone approves via comment, the approval doesn't show up in their JIRA Service Desk approvals history, which is a problem. Our employees want to approve with a comment from the Confluence workbox and then be able to access their approvals history using the

JQL: approvals = myApproval()

Is there another custom rule in JIRA Service Desk automation that will update that property that I may have overlooked so that the issue will be returned by the above JQL query? We are using JSD 3.4.1 (Server), which is an older version. Maybe a newer version of JSD has the ability to update the approval property?

Charly _DEISER_

Hi @Brett

Yes, I think the version you are using is pretty old. I've been trying version 3.11.0 and I have the action called Auto-approve/decline

Now when I add a comment the ticket is either approved or declined and the property table is filled with the corresponding value.

Cheers

Brett_at7k7j

Thank you so much, Carlos. We are getting ready to upgrade finally.

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