Jira ITSM automatic replys

[Felix Bernd]

Hello,

is it possible, to create a rule, that Jira ITSM answer to a ticket automatically if the Topic is already in FAQ or Knowledge base? 

E.g. A customer creates a ticket with the subject "what's the wifi password?" and Jira ITSM will automatic reply with the link to the FAQ were the password is documented?

Thanks in advanced.

[Fabio Racobaldo _Catworkx_]

Hi @Felix Bernd ,

try to do that thorugh an automation. Here an example for a cloud site https://support.atlassian.com/jira-service-management-cloud/docs/automatically-comment-to-share-knowledge-base-articles/ that should work also in a self hosted instance.

Fabio