Hi , we are wanting to use automation to respond with a template for 3 different requests via the service desk portal, basically as a first generic response to a client that we have received their ticket and will respond in due time, and wondered if it is a feature within service desk we can use without it having to be an app? thanks sorry new to atlassian
Yes this is built into JSM. First off there is a customer notification for issue created events. For CMP projects this can be configured to send the response that you desire under project settings/customer notifications. Finally there is automation that can be set up to send additional unique notifications when an issue is created. Basically the rule would look something like this: trigger equals issue created, conditions are what you would want in order to execute the action, action would be to send the email to the reporter.
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