Canned responses

We love the canned response in the reply to customer. How do we add this to the Resolve screen?

1 answer

1 vote

Unfortunately, you can only insert canned responses within the 'Issue View' screen, not transition screens. Here's the specific doc that references this: https://support.atlassian.com/jira-service-management-cloud/docs/insert-a-canned-response/

An alternative maybe, could be to use Jira Automation, to automatically add a comment upon an issue being resolved. Docs: https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

Hope that helps - Steve.

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Thank you. I will look into this.

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Just wanted to add link to suggestion ticket if you want to vote on this functionality JSDCLOUD-12765

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