Customised Automated responses

Question

Hi all,

I am writing some automated responses for customers and was wondering if there was a way I could customised it to the reporter's name.

Example: Joe Blogs raises a request

Automated Response:

Hi Joe.....

Is this possible? If so, could someone please assist?

Kind Regards,

Matt

Joseph Chung Yin · Answer

@Matt Torr -

If my suggestion helped you, please click on Accept answer when you have a chance.  So others with similar asks will see this posting as an answered one.

Best, Joseph

Matt Torr · Answer

@Joseph Chung Yin

Hi Joseph and thanks for responding.

I am using the customer automation rule.

And thank you for the link, I will look at that now.

Kind Regards,
Matt Torr

Joseph Chung Yin · Answer

@Matt Torr -

Hi Matt:

Can you advise how you are triggering the automated response when issue is created in your JSM project?

Via project's Customer notifications associated with "Request created" out of the box setup, or via your project's automation rule?

Please advise, so we can assist you further.

Lastly, please take a look at this resolved posting where myself and the other community leader's response - https://community.atlassian.com/t5/Jira-Service-Management/I-d-like-the-first-name-of-the-issue-reporter-in-the-canned/qaq-p/2415847

Hope this may help.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.