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Canned responses can be used for creating responses that are commonly used for tickets. They can be setup for both descriptions and comments in Jira. Canned responses can be personal, or set for a group of users.

Table of Contents

Creating Canned Responses in Jira

  1. Login to Jira and navigate to Projects>ITS Service Desk.

  2. On the left hand side is the Canned Response section

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  3. Select “Create Template” on the top right

  4. Give the template a name.

  5. The visibility scope allows you to control who will see the template. If it’s a template that you would like to share with other members of your team, you can do so by using JSD groups.
    Example - If I am part of the Technology Support Group, and I want to share this template with other members of the group, I would choose “JSD-its-technology support center” as the group to share it with.

  6. Check off how you’d like to use the template (“Issue Comments” vs “Issue Description”

    1. Issue Comments - The template will be available when adding an internal note, replying to a customer (in Jira Service Management), or leaving a comment (in Jira Software).

    2. Issue Description - The template will be available when adding a description in the issue view.

  7. Response Content - This is where you enter the text you’d like to use for your canned response. You can also use dynamic variables that will populate based on info in the ticket.
    Example - Key Issue will enter the ticket number.

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  8. Automated Actions - This allows you to apply actions to the ticket such as setting it to “Pending Customer” or “Resolved”

  9. Hit save, and you can begin using the canned response.

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