Hey everyone, I need some help with Jira automation. I set up a trigger to email an external client when a ticket is created. The client gets the email with the ticket link, but they can’t change the ticket status (accept/reject) as planned. Any ideas on how to let my external client accept or reject a ticket? I’m stuck and could use some advice. Has anyone dealt with this before? What am I missing in the setup? Thanks in advance for any tips!
hey there SurfingWave! external clients usually cant modify jira tickets. you might wanna try setting up a simple web form linked to the ticket. when they submit, use a webhook to update the ticket status in jira. its a bit tricky but works great once set up. good luck!
I’ve faced a similar challenge with external client updates. One solution that worked well for us was implementing a custom Jira Service Management portal. It allows external clients to interact with tickets without direct Jira access. You can configure it to show specific fields and status options tailored to your client’s needs. The setup takes some time, but it’s worth it for streamlined communication. Just remember to properly set up user permissions to maintain data security. If you need more detailed guidance on this approach, feel free to ask.
Have you considered using Jira Service Management? It’s designed for scenarios like yours and provides a customer portal that lets clients interact with tickets without requiring full Jira access.
The portal can be customized to display only relevant information and allow specific actions, such as accepting or rejecting tickets. To set this up, you begin by configuring a JSM project and then create a customer portal along with the appropriate request types. Finally, adjust your workflows to include the client actions. While the learning curve may be steep, this solution offers robust integration with Jira.