Process Service Desk Approvals via Email

[Rory Aptekar]

We use the built in Jira Service Desk approvals on some of our workflows to process approvals on certain ticket types. We've noticed that sometimes, our users don't actually hit the Approval button (or cannot from their email, as our Jira server is unreachable from mobile devices/off VPN). Is there a way to setup in Jira Service Desk the ability to parse an email where someone has simply sent a comment with "Approval" to process the Service Desk transition?

[Parvaneh Zand]

Hi @Rory Aptekar ,

I had the same issue,I used Project Automation (Automation for Jira) to send Email to approvers.

If mail subjects contain Issue-Key, replies on them, could be recieved as a comment on Issue.(remember that those comments are added by a Unique/Default user, for example Jira Admin)

You also need to add incoming mail handler. Documentation is here:

https://confluence.atlassian.com/adminjiraserver082/creating-issues-and-comments-from-email-974356692.html

Then with another trigger on Project Automation, issue is transitioned and approved when the comment contains specific word. (e.g. "Approved" )

You can add condition to automation using JQL,

and to search for comments containing words or added by someone with JQL, you'll need ScriptRunner plugin.

So it is a little complicated but could be done by adding one or two plugins.