Canned Responses - Pre-defined variables

Jose Cordero Velez

Hi,

 

What other predefined variables are available in the canned responses? Similar for example: (issue.reportes.name).

Sami Shaik

@Jose Cordero Velez ,

@Arkadiusz Wroblewski pointed you at the right page, so let me spell out what it does not say plainly, because it is the part that confuses everyone the first time.

Canned response variables are a fixed short list, not smart values. You cannot type {{issue.summary}} or {{reporter.displayName}} into a canned response the way you would in an automation rule; the editor only inserts the variables it offers from its own Insert variable menu, and the list is this (create a canned response):

• Current user: the full name of the agent inserting the response
• Work item assignee: the assignee's full name, or blank if unassigned
• Work item reporter: the reporter's full name (the one you found)
• Work item key: for example IT-123
• Work item summary: the summary, or blank
• Work item resolution: the customer-visible resolution
• Request status: the customer-visible status as the portal shows it
• Request URL: the link to the request in the portal
• Portal URL: the portal's address from Portal settings

That is the whole set. No custom fields, no description, no organisation, no due date. If you need a custom field's value in a reply, that is an automation rule commenting on the work item (where every smart value is available), not a canned response.

Three behaviours worth knowing before you build a library:

1. Empty resolves to blank, not to a placeholder. A response that says "Hi {reporter}, {assignee} is looking into this" on an unassigned request reads "Hi Jose, is looking into this." Write the sentence so it still reads correctly with the variable missing, or avoid the assignee variable in first-contact responses.
2. Variables resolve at insert time. Once inserted, the text is plain text in your comment; if the assignee changes before you send, the response does not update.
3. Personal versus shared. Agents can only create personal responses; only space admins can create shared ones for the whole team. If your team is building a library, an admin has to own it, and the variables behave identically in both.

Bookmark the page Arek gave you for the day Atlassian extends the list; it is the only place the current set is published.