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Jira ITSM automatic replys

Felix Bernd May 16, 2018


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
Community Leader
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 that should work also in a self hosted instance.


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