Accept Solution button

Question

Hi,

If an agent close an issue, the issue creator will get an email and there he can click on "view issue".

Is there a way to add a button in this email that is called "accept solution"? We want to give the issue creator a given time to accept or decline our solution. Let´s say if he don´t press accept or decline, the issue will be closed automatically after 3 days.

Is it possible to add these buttons first and after that set an automation rule?

Kind Regards

Mathias

unknown · Answer

You can't select the reporter or creator as approver. You need to create a field which populates with that user, and then add this field as approver.

And yes, you can create automations with JQL or with an SLA breached

https://confluence.atlassian.com/servicedeskserver/automating-your-service-desk-939926334.html

Burkhard Voss · Answer

Hi Cristian,

I will try this out.

What do I need to do that the issue creator just need to press accept or decline in the email he will get after we offer an solution?

Also is it possible to set up an automation rule that set the status of the issue to "done" after 3 days if the issue owner didn´t pressed accept or decline?

Kind Regards

unknown · Answer

Hi Burkhard,

Yes, this is an out of the box feature, approvers don't need to be a licensed user:

https://confluence.atlassian.com/servicedeskserver/setting-up-approvals-939926369.html