How to allow non-access users to transition a Service Management request via email

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Purpose

Since Jira Service Management 3.5.0, it's possible for non-participants and external people to comment on existing requests via email. Imagine this, a customer creates a request via email with a Distribution List (DL) in the CC field. A non Service Management user in the DL list reply to the email to add a comment and the comment is added successfully. However, the issue is not transitioned and hence, Agents might overlook the issue since the issue status is not updated.

Solution

  • Using Automation rule, you can specify user type: No access as one of the ELSE IF conditions and transition an issue if the conditions are met.
    • With the Transition on comment (a pre-set automation rule), we can clone the second statement and change the user type.


Last modified on Nov 23, 2020

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