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Announcing approval by email in Jira Service Management

Hello Community!

We’re excited to announce that Jira Service Management Cloud now supports the ability to approve requests directly from an email notification – a long-requested feature from our customers.

Users can already go from the email notification to the request and approve from there. Now, project admins can also choose to add Approve and Decline buttons to the email notification itself, and specify the level of security needed to approve from the notification.

Approval by email can be turned on at a project level in Customer notifications. Learn how to use approval by email.

approval by email.png
Expect to see this enabled in the coming week, and stay tuned for more approvals features!



Vero Rivas Community Leader Apr 28, 2021

Fantastic !!! 


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@Jason D Cruz -

Is this functionality only available for the Cloud env?  if YES, then when will this function get ported over to the JSM Data Center (on-prems) env? and if so, what version will contain it?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Like Dave Mathijs likes this
Jason D Cruz Atlassian Team Apr 28, 2021

@Joseph Chung Yin , Approval by email is already available in Server / DC as of version 3.12.

Here's a link to the release notes -

Note that they do not support the ability to approve without logging in. There are currently no immediate plans to port this particular functionality to DC.


Dirk Ronsmans Community Leader Apr 29, 2021

@John Funk you were waiting for this right? :)

Like Jason D Cruz likes this
John Funk Community Leader Apr 29, 2021

@Dirk Ronsmans  - Yes!!! I got to test it out last week - it is fantastic! It was exactly what I was looking for. 

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Sounds really exciting!

Like Jason D Cruz likes this

@Jason D Cruz this is really great. Do you expose this via any API? Specifically I would care about:

  • Get configuration
    • Is this enabled at all 
    • Recipients
    • Acting user inclusion
    • Notification content
  • Update configuration
    • Enable / disable this
    • Set recipients
    • Set notification content
  • Get approval link per issue

When will this be available for the Cloud?

Like Jason D Cruz likes this
John Funk Community Leader May 02, 2021

@Kathi Paquet  - yes, that’s what this is for - and it works great !

Like Jason D Cruz likes this

@John Funk Great!  I tried to activate this on my JSM Cloud but don't have the option for Security.  I submitted a help ticket to see if this has been pushed out to release!  I am excited about this!

Jason D Cruz Atlassian Team May 02, 2021

@Kathi Paquet : We are rolling this feature out incrementally. You should have this enabled in the next day or two. 

Jason D Cruz Atlassian Team May 02, 2021

@Boris Berenberg - Atlas Authority , our public API supports the ability to

  • Return all configured approvals on an issue
  • Get status and approvers for a specific approval
  • Approve or decline a specific approval

Setting approvers can be done be updating the approvers source field with the issue edit API

We do not provide a public API for configuring and enabling approvals to a workflow.

Like John Funk likes this

@Jason D Cruz it works for me, but i click Approve from the email it redirects me to a browser instead of the app on the JSM mobile application, is there a way where it won't bring me to the browser but just straight to the app?

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Jason D Cruz Atlassian Team May 05, 2021

Hi @aaron_thomas , Thanks for the feedback, and great to know it's working for you.

The link from the button takes you to the portal view in most cases and that's why it does not show up in the app. If a request is created without a request type, then approvals will go to the agent view. We will be adding deeplinking functionality for that case.

Like John Funk likes this


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