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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?

Accepted answers

Kris Dewachter

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

All comments

Kris Dewachter

Hi @Heather Marquez ,

The documentation mentions this :

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

Screenshot 2023-08-17 at 11.47.46 AM.png

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

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