How to enable canned responses for projects other than Service Management

[Sara Nicholson]

We have Service Management and our ticket editor has canned responses. However, our other projects do not have this option in their ticket editors. How can we enable it for our other projects? 

Thanks! Sara

[Trudy Claspill · Accepted solution]

Hello @Sara Nicholson 

Canned responses are a feature only for Jira Service Management projects.

A workaround is to use Automation For Jira to automate a response to an issue in a Software or Work Management project, but that does not surface the same Canned Response option available in JSM.

You could make the rules Manually triggered to allow end users to manually specify which response they want to apply.

[Sara Nicholson]

Hi Trudy, 

Thanks for the response. We were looking to use this for internal messages and things like templates that are put into development tickets (we usually use the text option in the WYSIWYG editor but that is not supported in Cloud either :( )

Thanks though!

Sara

[Iryna Ihnatiuk _Appfire_ · Accepted solution]

Hey @Sara Nicholson,

Canned responses are supported only in service projects. It's impossible to enable them in Jira Sofware or Work Management (at least for now). 

If you consider using an app for this, there is a solution on the marketplace that works for all project types - https://marketplace.atlassian.com/addons/app/jira/cloud-fortified?hosting=cloud&query=canned%20response 

[Sara Nicholson]

Thank you Iryna. I will take a look at the app. Sara

[Sara Nicholson]

Hi Iryna,

I added the app and I think it will meet our needs. Do you know how to delete a canned response if you no longer need it?

Thanks!

Sara

[Sara Nicholson]

Also, how do you change the "scope" when creating a template? Each template I try to create the scope says "Project" and it is grayed out so I can't change it to Personal or Global? Thanks!

[Sara Nicholson]

I found where we can delete and change the scope. If anyone else needs to know, it can be found in the side menu of your project under "Response Templates." :)

[Iryna Ihnatiuk _Appfire_]

Hey @Sara Nicholson ,

1. To delete a template, navigate to the Templates Manage page in the app.

2. Visibility scope - you learn how visibility scope works here. Basically, every user should be able to create personal and group templates. To create Project or Global templates, you need to have project or global Jira admin permissions.

I'm confused why personal templates do not work for you. Please send me the screenshots or raise the ticket to our support team to troubleshoot the issue. I cannot see this problem on my end.

[Sara Nicholson]

Lastly, one issue I did come across using the free "Response Template" app is that if your canned response is longer than the computer screen you cannot scroll down in the editor to get to the "Ok" button to save your canned response. This is a problem for longer templates so be aware.

[Sara Nicholson]

Hi Iryna, 

We must have been sending our responses at the same time. We have the free version of your app, it looks like there is also a "pro" version... perhaps that is why I'm not seeing the same thing and having the issues? 

Sara

[Iryna Ihnatiuk _Appfire_]

Hi Sara,

I believe we misunderstood each other. I was referring to the Canned Responses Pro Teampltes app and you're apparently using another one from a different vendor  https://marketplace.atlassian.com/search?hosting=cloud&product=jira&query=canned%20responses

[Sara Nicholson]

My apologies Iryna, I thought I clicked on your link so not sure what I did to get the "free" version from another vendor. I will take a look at your app and see if it is something we would want to pay for. 

Thanks!
Sara