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How to capture email response in Jira ticket?

Shanara Sadeque December 12, 2022

Hi 

I have created a form which generates a request in Jira once the user submits the form. This then requires approval from their line manager before any action can be taken by the resolver team. 

I have set up an automation so that an email is sent out to the line manager requesting approval. 

I have noticed that this automated email is sent from a no-reply email address and when the line manager responds with their approval, their response is not captured in the request.

What is the best way for me to set up an approval process that captures the line managers emailed response in the request without changing settings on a project level?

2 answers

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1 vote
Answer accepted
John Funk
Community Leader
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December 12, 2022

Hi Shanara,

It's a bit of a work around, but here's an article I wrote earlier this year. 

https://community.atlassian.com/t5/Jira-Service-Management-articles/JSM-Approvals-by-Email-with-a-work-around/ba-p/1696674#M699

Shanara Sadeque December 14, 2022

Thanks for the article! Although, this time I did not go with the method mentioned in the article, it is very helpful for future requests.

1 vote
Answer accepted
Frederic Chartrand
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December 12, 2022

Hi @Shanara Sadeque 

It can't be done if the email is sent with Automation.

The easy way to do so without changing the settings in your project would be to add a link in the email using a smart value

{{issue.url.customer}}

This way the manager can click the link, be redirected to the portal, approve and add a comment if necessary.

 

Hope this helps.

Have a nice day

Frederic Chartrand

FMX Solutions - Gold Solution Partner

Shanara Sadeque December 12, 2022

Hi @Frederic Chartrand 

Thanks for your reply. Just want to double check, if I do include the link, would someone who does not have access to Jira service management be able to access the link and provide approval?

Or is there any way I can do the same thing without having an automation in place? Possibly by having an approval step in the workflow?

Frederic Chartrand
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December 13, 2022

Normally, every employee who has an account in your Jira instance can access the portal without having to use a paid license. So every employee who needs to approve a request can access the portal and the request and approve it.

Yes you can add an approval step to your workflow. You'll have to make sure that your notification scheme is configured though. Also, adding an approval step to an existing workflow can generate problem. You'll have to make sure that not all your requests goes into approval. Which is why normally you'll have to type of requests. One with approval and one without. But if you go that way, you'll have to recreate your requests and your forms as you can't change the type of request once it's done.

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