Hi Sebastian,
Thanks so much for your question.
This is not a feature that Jira or Jira Service Desk ship out of the box. But you can raise a feature request on https://jira.atlassian.com/ .
I have an idea on how you could do that, however, this won’t be trivial.
The idea is to use the automation plugin provided by JSD. You will need a 3rd party SMS service provider to send the messages and a way to persist the codes in between sending them and verifying them, like a hidden issue field (let’s call it smsCode for example). You will also need to set up an intermediate issue status together with the transition that prohibits issues from moving further without fulfilling this status (let’s call it “Awaiting SMS code validation“ for now). And you will have to set up the code verification somehow, for example by having customers to add a comment with the code and then comparing the comment text with the value in the hidden issue field.
The workflow is:
-
customer creates request
-
automatically transition it to the “Awaiting SMS code validation” status
-
(automation rule “on issue created”) send an SMS code and set a hidden issue field smsCode value to that code
-
(automation rule “comment by customer added”) (when: comment = smsCode field) transition issue to the next status
This is a very rough example so it would not count the invalid codes or expire the code after some time (unless you set up corresponding automation), but it should give you an idea on where to start.
Thank you,
Artem
Jira Service Desk team
P.S. if this answer is correct, please click the ‘accept answer’ button
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.