Create shared canned responses

[Heather Marquez]

Hello, 

We are looking to create shared canned responses that agents can use. I have network admin permissions, however, when I go to create a new canned response from an issue I can only see the personal canned response as an option.

Can someone point out how I can create shared canned responses that all agents can see for a particular project?

[Kris Dewachter · Accepted solution]

Hi @Heather Marquez ,

The documentation mentions this :

Availability - Only project admins can set availability while creating a canned response. Select Personal if you want to make your response available to yourself only. To create a response that all the agents in your service project can use while replying to customers, select Shared.

Link to the documentation : https://support.atlassian.com/jira-service-management-cloud/docs/create-a-canned-response/

Do you have Project Admin rights ?

Best regards,

Kris

[Heather Marquez]

Thanks Kris as yes, I did read this and I do have admin permissions (global and project level).

I'm unable to find specific admin permissions for creating shared canned responses so perhaps I can validate this. Can you perhaps provide the place where I can confirm the right permissions are enabled?

[Heather Marquez]

[Kris Dewachter]

Hi @Heather Marquez ,

Project Administrator permissions are set in the JSM project, and not the "Product Access"

In the JSM project, navigate to 'Settings' and then 'People'.

Make sure your account is listed there and has the 'Administrator' role.

Best regards,

Kris

[Heather Marquez]

Thanks so much Kris! That was it!! Your help is much appreciated!

[Kris Dewachter]

Hi @Heather Marquez , nice to hear this fixed the issue.

Feel free to click the green 'Accept Answer' button to help other community users find this solution.

[Tadas L_]

Hello,

We have the same issue with the "Shared" option missing in Canned responses, even though we're project admins. 

@Kris Dewachter can you clarify the steps: JSM project, navigate to 'Settings' and then 'People'. Are you referring to Project Settings > Access > People and Access? Because we tried adding ourselves there as admins as well but it did not have any effect.

Best regards,

Tadas L.

[Kris Dewachter]

Hi @Tadas L_ ,

First of all, you need to check in the permission scheme of the JSM project, that the Admin role has the "Administer Project" permissions. Or maybe these permissions have been assigned to a specific usergroup.

You can use the "Permission helper" under settings --> Access --> Project permissions if your current user has "Administer Project" and "Comment issue" permission.

Best regards,

Kris

[Tadas L_]

Hello @Kris Dewachter I granted myself the Administer project permission, but cannot find "Comment issue" permission. There is "Add comments" permission but there i was already added. Still cannot see the "Share" option.

[Kris Dewachter]

Hi @Tadas L_ ,

From your screenshot, it looks like you are editing an existing canned response.

Can you try creating a new one. Then you should have the option to select "Personal" or "Shared"

Best regards,

kris

[Tadas L_]

Hello @Kris Dewachter

You're absolutely right! New canned responses have the shared option! So all I needed was the Administer Projects permission. Thanks a lot!

Best regards,

Tadas L.

[Kris Dewachter]

Hi @Tadas L_

Nice to hear you got it working.

Please consider accepting my answer so it can help other people in the community.

Thank you

Kris