Approval actions by (management) customers, not JIRA users

[Justin Warwick]

I see that the Service Desk change request workflows support scenarios where some party, perhaps a manager or VP who does not have a JIRA login is able to receive an email requesting approval and their approval or rejection action successfully transitions the issue and is recorded.

https://confluence.atlassian.com/servicedeskserver/approving-a-service-desk-request-939937225.html?_ga=2.46955748.2117770269.1533241904-80978531.1497471787

https://confluence.atlassian.com/servicedeskcloud/setting-up-approvals-816880004.html?_ga=2.7631473.2117770269.1533241904-80978531.1497471787

This is exactly what we want, but is it available in JIRA core workflows? I get the impression that all of that is available only in JIRA SD. If so, how much work would it be to at least have non-technician/non-users ("customers" in the parlance of SD, I think) be assignable/pickable from directory and email responses with the word "approve" in it to successfully transition? In other words, is it reasonable to replicate at least a more simple and more rigid version of that functionality in JIRA core?

[Sanjana _Alacriz_ · Accepted solution]

Hi @Justin Warwick ,

There is no out of the box which allows us to do approve or reject the issue based on email responses. However , please go through this Herzum approval add-on which could fit your needs.

--Best 

Sanjana

[Steven F Behnke]

If you can describe what sort of environment you have (jira server or jira cloud, plugins of some sort) we can help describe an answer that may be helpful.

[Justin Warwick]

JIRA Server 7.10, external user directory via LDAP (MSAD). We do have Service Desk installed (and that works great for the service desk), but we don't want all the other additional elements for a change manager tool, just the ability to request and receive approvals from non-technician-licensed users (such as management staff). 

Maybe we just need to create the project as a Service Desk project and "whittle it down" as much as possible.