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Canned responses

Kim McNally
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May 15, 2023

We love the canned response in the reply to customer.  How do we add this to the Resolve screen?

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Steve Long -Evelon-
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May 15, 2023

Hi @Kim McNally

Unfortunately, you can only insert canned responses within the 'Issue View' screen, not transition screens. Here's the specific doc that references this: https://support.atlassian.com/jira-service-management-cloud/docs/insert-a-canned-response/

An alternative maybe, could be to use Jira Automation, to automatically add a comment upon an issue being resolved. Docs: https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

Hope that helps - Steve.

Kim McNally
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June 23, 2023

Thank you.  I will look into this.

Jenifer Kuntz October 5, 2023

Just wanted to add link to suggestion ticket if you want to vote on this functionality JSDCLOUD-12765

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