Is it possible to send an email when using canned response?

[Zaldy Parian]

Hi all,

With canned responses, we can add simple variables in the response; e.g., Reporter, Summary, etc. But adding the Reporter is not the same as tagging the Reporter (using @). As a result there is no email notification generated.

I made sure the in the project Notification settings, the Issue Commented has Reporter and Assignee included in the notifications. But still not email generated.

Is there a workaround to tag Reporter in canned response so that it will generate an email?

Thanks for your help.

[Joseph Chung Yin]

@Zaldy Parian -

Have you considered creating an automation rule to send custom email notifications to the Reporter/Assignee when issue is commented (for the case when the comment is only internal).  Typically, if the comment is internal, then customer (reporter) will not be notified since it is private comment and not shared with customers (reporter)/

Another place you should validate is the "Customer notifications" setup for the different events.  You can access it from "Project settings" to select the above setup configuration UI for your JSM project(s).  This is only focus on customers (issue reporters) only.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Zaldy Parian]

Hi @Joseph Chung Yin ,

Yes, I did created an automation rule for this. But because of the huge number of tickets being updated/commented per hour, I eventually turned it off. We might max our limits on number of automation runs per month.

The project Notification settings, as far as I know was setup correctly. Unless I missed something?

[Laurie Sciutti]

Hey @Zaldy Parian ~ are you commenting as yourself (i.e. the same account used as the Reporter and Assignee)?   If so, that may be the reason unless your notification settings include your own changes...

[Zaldy Parian]

Hi @Laurie Sciutti ,

Thanks for your suggestion.

Yes, same account as Reporter & Assignee. But that setting is to be updated by each user. I'm pretty sure, we did not update that in the previous project.

I'm play around with the Notification settings and see what I could discover.

Cheers,

[Dan Breyen]

Hi Zaldy, using Canned Responses should be just like sending a regular response, you are just saving some typing and figuring out some things you can preconfigure.

When you 'Reply to Customer' does the Reporter get an email?  This should be exactly the same when using Canned Responses, you shouldn't need to @ the reporter.

If you add the 'Reporter' variable to an Internal Note, the customer wouldn't get an email, but that's standard functionality whether or not you are using Canned Responses.

Maybe I'm misunderstanding the question.  If I am, please let me know.

[Zaldy Parian]

Hi @Dan Breyen ,

That what's baffles me. I made the Reporter and Assignee as myself. Then added a normal comment as Reply to customer. Waited for 5mins or so. But no email received.

The project Notification settings has it set for send an email to both Reporter and Assignee.