Implement YES or NO buttons in resolved notification in JSM

[Danny Spits Warnars]

Dear community,

I have a question about JSM

Do you know if it's possible to implement a YES or NO button in the "Resolved" notification? And when the user selects YES, the "Resolved" status changes to "Closed," and when the user selects NO, the "Resolved" status changes to "Work in progress"?

I have configured these statuses with transitions in my workflow.

Thank you in advance

Danny

[Marc - Devoteam · Accepted solution]

Hi @Danny Spits Warnars 

Welcome to the community.

You could achieve this by setting the approval checkbox on the status Resolved, but this also requires a user picker field or default approval to be used and filled with a user on transitioning to Resolved.

This will trigger the approval notification and Resolved notification as you are not possible to include this information in the Resolved notification.

The approval notification is a special notification that can't be duplicated in another notification.

[Danny Spits Warnars]

Hi Marc,

Thanks for your response.

In your opinion, is there another solution that resembles this? I want to create something that users can confirm as resolved themselves. I know users can do this from the Jira portal, but what I'm looking for is a way for customers to easily confirm that it's resolved without too much effort and that the ticket can be closed.

Thank you in advance.

Danny

[Marc - Devoteam]

Hi @Danny Spits Warnars 

No I'm sorry even Automation for Jira doesn't have the ability to handle this.

It can show information about approvals in an email, but not implement the options in the approval notification as can be used in customer notifications on a project.

There are app's on the marketplace, but they only offer to add approval options on the portal no via email.

[Danny Spits Warnars]

Hi Marc,

Okay thanks for your time and answer.

Greetings,

Danny

[Daniel Winters]

Did you ever consider using workflows to resolve this?

If you create a transition to closed from resolved, call that yes, and a second transition to work in progress, call that no. 

On each transition select "show transition" as you make them. 

Now, when the customer views the ticket they will have a "yes" "no" option in the top right corner.

Obviously choose a more descriptive naming convention for clarity, I use reopen and work completed.