Adding attachments to Canned Responses

Question

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 · Answer

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 · Answer

@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.