Need a mail handler that transitions an existing ticket

All - we have had a recent request to allow for a reply to a jira email to actually tranistion a ticket. So in our scenario we would like to look for the word Approved in the body of the reply and then tranistion the ticket (by the user that replied) to the new status of Approved. We have configured an incoming email handler per this document - https://confluence.atlassian.com/display/JIRA/Creating+Issues+and+Comments+from+Email#CreatingIssuesandCommentsfromEmail-Createanewissueoraddacommenttoanexistingissue

We have also evaluated the Jira Enterprise Email Handler plugin and not identified an easy solution. Does anyone know if there is a handler or some solution to accomplish this?

1 answer

Hi Joe,

Actually the JIRA mail handler doesn't have any capability of transition an issue via email. So created an improvement request for including this functionality on JIRA:

- https://jira.atlassian.com/browse/JRA-32652

Best regards,
Lucas Timm

So from a solution standpoint given the existing calpabilities...I was thinking of creating a new ticket type (called AutoTransition) and trying to use the Workflow Toolbox to link to the original ticket and then transition the original ticket (through a post function on the AutoTransition workflow). I'm not sure how to grab the key of the ticket from the reply email though. There must be a way though since a reply can add a comment to an existing ticket. Any suggestion with doing that? I can elaborate with specific details of my setup if you like.

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