We are looking to see if its possible to add a popup box or prompt when someone clicks reply to customer, we have a guided response to the client and we want a popup to remind our analysts to follow the correct procedure.
Is this a workflow Status? Or just adding a Comment?
If it's a Status, you could...
But, if this is just a Comment, there isn't a native way of doing this.
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What about a canned response instead? That way if there's a specific method of responding or content to include, it could be drafted as a template. See some best practices for these responses on this help page.
Or for more advanced actions, what about using Automation? For example if a Status triggers the action, it could add a comment, and take other actions within the ticket as required?
Ste
Welcome to the community. I agreed with @Ste Wright suggested. He is correct there is no native way when one is accessing the commenting UI outside of the WF transition status.
In our env, we established a proper business process training for all agents during their on-boarding process outside of Jira. This become the standard that they follow when handling issues in the JSM project(s).
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Technology Applications Team
Viasat Inc.
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Where someone clicks "Reply to customer" is this the workflow specifically you are referencing?
If so, you can associate a screen to that workflow that will make a modal appear that can guide them toward your process.
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Hi all,
thanks for the response, much appreciated. Yes, I was looking for a way to 'remind' our agents to follow the process but if there is no native way of doing this I'll look to use the Canned response.
Thanks again,
Graham
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