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Automation for Approve ticket by comment

Ramesh Udari (GL)

As a admin, currently do not find any automation rule to configure approve ticket by comment when it is pending for approval. how it should work, when ticket is pending for approval, approvers see the approve workflow step, and they have to click on approve workflow step to approve the ticket, it is a cumbersome to approve each ticket by opening and click on workflow action, instead, if we have provision to approve ticket by comment having word "approve", "approved", "approval", and etc. This will save time and faster way to approve tickets.

Thanks,

Ramesh

Comments

Susanne Harelius

Personally I would not implement that since I see a risk of approving when it should not. "I do not approve this" - it has the word approve in it.
What we have been discussing rather is to automatically approve but then send reports to the persons that should have been approving and instead make it easy for the to revert/revoke the approval.
But all depends on the process.
Could you not use servicedesk? There you can approve with a button in an email for example.

Tom Lister_fo1j4e

what mechamism will the user use to add the comment? Email?

we have set off automation from comments but the trigger has to be very specific

e.g. [approve]

Amir Katz (Outseer)

I also think that automation based on contents of a comment is too risky (e.g. a comment that says, "please do not approve this until I review it", could trigger the approval).

IMO, Atlassian should add a new mechanism of approval without the need to add a status and transitions. Maybe they should add a new system field 'Approved' (a Boolean) and a read-only user-picker field for Approver.

Using Jira Service Management is too cumbersome and expensive just for the approval mechanism.

James Sanders

I had to implement something similar. To prevent the issues of the word approve just doing the work. The rule is set like this:

Case status = Awaiting Approval - Support
JQL Condition = comment ~ "\"Approved by Support\""
Approvers are set to 3 individuals
The initiator is the same 3 individuals on the Approvers list
- User Condition:
  - User who triggered the event
    - is
      - The 3 individuals in the Approvers list

Did the same for Declined requests.

JQL Condition = comment ~ "\"Declined by Support\""

Connor_lld39i

@Ramesh Udari _GL_ I suggest changing the configuration of the approval notification to allow the approver to approve or decline directly from the email. This would be much simpler than creating an automation rule to base approvals off a comment.

Here is the relevant Atlassian documentation.

Troy Anderson_htyevj

@Connor, that is specific to, and only available within, Service Management.

Amir Katz (Outseer)

True. Approvals is one of the differentiators that Atlassian pushes to convince people to pay extra for JSM...

Connor_lld39i

@Troy Anderson true, but I recommended it because it sounds like they might already be using JSM. They might not though, the wording of their post is vague enough that I wasn't certain.

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