Canned comment options from JSM Portal view

[Erica Robinson]

I know we can make canned responses for Service Team Collaborators to use; however I'm not sure if there's a way to build out canned responses for issue reporters to use from the JSM portal view.

Reason:

We have one request type that will react in one of 4 different ways based on a specific comment (all automation tied). We've provided guidance to the teams using the form on the verbiage that needs to be used for the automation to kick off - and email is auto-generated with templates for them to copy, so there shouldn't be any issues if they read the email. However there continues to be issues with individuals not referencing the templates and the automations don't get kicked off and users are frustrated.

The comments do have to be on an existing ticket for a specific request type; otherwise I would've just made a new request form and have been done with it.

If this isn't something that we can do, then I'll continue to refer people back to the templates provided via email.

[Deivid Araujo · Accepted solution]

Hi Erica,

As far as I know, it's not possible to create canned responses for use in the JSM Portal—they're features only available internally in JSM. I understand that the phrase that should trigger the automation is upon ticket creation, but you could create an auto-transition to any status and allow it to be done in the portal.

That way, when people do it, you can include the correct phrase, and that will trigger the automation.

[Erica Robinson]

Hey Deivid,

Thanks for the confirmation. :) One of the issues that we run into is that at least one of the comments requires user input - it adjusts the due date for the ticket based on their input. So I'll have to play around with this some more.

I appreciate your input on this!

[Josh]

@Erica Robinson I'm wondering if there's a different way to solve this. Perhaps attaching a Form to the request to capture the data in a more structured way?

[Erica Robinson]

One of the concerns is that the answer/comment from the end user needs to be provided multiple times, not just once. When the due date comes, the end users are expected to provide 1 of 4 comments (soon to only be 3). If they request a new due date, the ticket will be updated with a new due date and when it comes around again, they'll be expected to re-answer the question.

The other 3 answers are different options for a full/final resolution, be it the implementation has been cancelled or it's been completed.

[Josh]

Gotcha. What about splitting the overall work item into linked work items that each only require input one time?

[Erica Robinson]

As much as I'd prefer to use linked work items, I don't think it would work better for this group. They have a hard enough time finding their original work item. That automatically sends them updates when it's commented on...