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Jira ITSM automatic replys

Felix Bernd May 16, 2018

Hello,

is it possible, to create a rule, that Jira ITSM answer to a ticket automatically if the Topic is already in FAQ or Knowledge base? 

E.g. A customer creates a ticket with the subject "what's the wifi password?" and Jira ITSM will automatic reply with the link to the FAQ were the password is documented?

 

Thanks in advanced.

 

1 answer

0 votes
Fabio Racobaldo _Herzum_
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 5, 2024

Hi @Felix Bernd ,

try to do that thorugh an automation. Here an example for a cloud site https://support.atlassian.com/jira-service-management-cloud/docs/automatically-comment-to-share-knowledge-base-articles/ that should work also in a self hosted instance.

Fabio

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