Add a predefined comment on workflow transtion

[Jonathan Frech]

In Servicdesk I would like to create a predefined comment on a workflow change. Since many users will write different texts, it would look better for the customer if there was an unique unified text on a certain transition

In the "Customer view" it would look this:

"Your request status changed to Status1, Today 4:13PM"
"User XYZ Today 4:13 PM"
     This is a predefinded text to inform the customer about this special step

I already found the settings for adding the general comment field to a workflow tranistion (assign a screen), but i've not found a solution for adding a predefined text. If a fully automatic comment would not be possible, it would be sufficient to add the text to the general comment field, so the user has just to hit "change status"

Any solution for this?

[Alexey Matveev · Accepted solution]

Hello,

1. You could use canned responses if you are on Jira Server/Data Center. Though you would need to choose manually a canned response upon entering a comment.

2. You could use Power Scripts Live Fields or ScriptRunner behaviours.

[Jonathan Frech]

Thank you for the tipp with canned responses. I found now a way to add the canned response directly in the workflow transition, so the user has to do "nothing" !

Thanks

[Susan Hauth _Jira Queen_]

Alternatively, in the automation you could send a formatted email to your customer.