Is it possible to close an issue/task via email?

[José Manuel Pérez]

HI all,

I would like to know if there is any way to close a ticket via email. 

For example, you are the responsible for a task and sending an email with @close and the issue number in the subject, JIRA automatically updates the task and closes it.

Thank you in advance.

[Angélica Luz · Accepted solution]

Hi José,

Welcome to Atlassian Community!
Currently, the notification doesn't have the option to transition issue,. We have a feature request suggesting the implementation of this ability, that would allow, in this case, to close the ticket through email:
- https://jira.atlassian.com/browse/JSDCLOUD-8043
Please, click on vote and watch to receive updates.

As a workaround you can try using an automation that will check if the comment added has, for example, "close this issue" and then the automation will transition the issue to "Done".

Regards,
Angélica

[Pétur Björn]

Is this workaround possible in Jira Cloud? I don´t see the option of creating custom rule

[Angélica Luz]

Hi @Pétur Björn,

Thank you for reaching out to Community!

This workaround is possible by using the Legacy automation and the new Automation, both in Jira Cloud.

If you want to use the legacy automation (the one from the screenshot I shared back in 2019), please, go to Project settings > Automation > Legacy automation > Add rule >  Create a custom rule. 

In case you want to use the new automation, go to Project settings > Automation > Automation > Create rule.

Hope this helps!

Kind regards,
Angélica

[Pétur Björn]

Thank you so much. Found this under Legacy Automation. However...if I close an issue using this method it closes correctly...BUT...if the issue is reopened, it still has the resolution field as "closed" or "solved" and no matter what status the issue is transitioned to, it always has the resolution field as "closed" or solved"

[Angélica Luz]

Hi @Pétur Björn,

It’s necessary to add a post function to the workflow to clear the Resolution field.

Please, go to Project settings > Workflow > Click on to edit the desired workflow.

Then, using the Diagram mode, click on the Reopen transition and select Post functions.

Add a new post function > Update Issue Field.

After that, publish the changes so when tickets are reopened, the resolution will be empty and the tickets will be considered “Open” again.

[Pétur Björn]

That´s it! Thank you so much @Angélica Luz A true lifesaver :) 

[Steve Quillman]

Hi!

Has this been resolved with an official release or is this still the only way to do this?

Cheers!