Adding attachments to Canned Responses

[Isaac Levine]

I was previously able to attach a PDF to a canned response, and it would successfully attach when inserting the response into issues. I am trying to do it again for a different canned response and am unable to figure out how I did it the first time.

Has anyone had success with this and could explain the process? Or has this functionality been removed from canned responses? 

Any insight would be appreciated.

[Iryna Ihnatiuk]

Hi @Isaac Levine ,

As native JSM canned responses do not support attachments, I assume you're using our Canned Responses Pro app. If so, it's there

.                             

Regards,
Iryna
Product Manager at Appfire

[Joseph Chung Yin]

@Isaac Levine -

Welcome to the community.  Based on my knowledge, one can customize the canned response by accessing each project's Project settings >> Customer notification section.  Once in the UI section, select the Notification event by clicking on the "Edit" option to change the response.

However, I am not aware of the functionality to include an actual PDF document to the response.  The only thing that I know of is adding a URL link to your reference document.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.