Customised Automated responses

Matt Torr February 19, 2024

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

 

1 answer

1 vote
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 19, 2024

@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.

 

Matt Torr February 21, 2024

@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
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 21, 2024

@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

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