Is there a way to make a canned response when opening a ticket?

Rachel Starks

Hello - I see there is a way to make canned responses when replying to a ticket, but is there a way to make canned responses when someone opens a ticket? Do they need to have the plug-in as well?

Ignacio Pulgar

Not sure if this is what you want, but you may automatically add a comment on ticket creation by adding an Automation Rule to your SD project:

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

If I remember correctly, the custom automation rule would look like this:

WHEN issue created

IF issue matches <a JQL filter>

THEN add a comment to the issue <desired comment>

Hope it helps.