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

Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.

Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible

This article is referring to Automation module provided by Jira Service Management. It is not applicable for other automation modules (e.g. Automation for Jira or Insight Automation).

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 6, 2024

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