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JSM: Add a link in comment to close tickets

I am trying to figure out how to add a URL that the customer can click on that will close the ticket for them.

Right now there is a button for users look who use portal that they can use to close tickets on their own, but in reality, nobody uses it because they respond via email and then its an extra step for my team to close the tickets, when customers can do it on their own.

Monosnap follow up for 2022 data for dana - IT Help Desk - Jira Service Management 2022-12-01 10-09-20.png

I am trying to figure out a way to add a comment so the user can click the link and close the ticket. 


I've gotten as far as getting this link to work, which takes them to the portal so they can see the ticket{{issue.customfield_14006.requesttype.servicedeskID}}/{{issue.key}}


But when I do something like this, it does not work. Does anybody else have any ideas how I can link to a close action directly in a comment?{{issue.customfield_14006.requesttype.servicedeskID}}/{{issue.key}}#:~:text=WAITING+ON+USER-,Close,-Request+type


I was able to get this link by doing the following

Monosnap StatusIndicator 2022-12-01 10-18-14.png

1 answer

0 votes
Brant Schroeder Community Leader Dec 01, 2022

@Jeffrey Bistrong 

Currently, the notification doesn't have the option to transition issue. There is a feature request for this and you should vote for it here:

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".

Screenshot 2019-07-02_17-02-48-312.png

You could then train your customers to submit text like close this issue in an email so they do not have to log in to the portal to do so.

thanks, thats a good suggestion in the mean time

Like Brant Schroeder likes this

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