ITS - Jira Canned Responses

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.

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
   

   

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.
   

   

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.

Browser Extension

Because this is not something developed by Atlassian and a 3rd party plugin, there are limitations to what they can control. To combat this, you can install a browser extension that will eliminate the second box for input.

Visit https://appfire.atlassian.net/wiki/spaces/CR/pages/131334610/Browser+Extension to learn more about the extension and install it for the browser of your choice.

Using Canned Responses

When working in a ticket, you will see the canned response fields where you can normally make comments. These do not show until the ticket is created (not during ticket creation).

To use a canned response, simply choose the template you wish to use from either the dropdown or the favorites.

This will bring the template into the text box where you can hit save to send it to the customer, or if you have internal note selected, will make an internal comment.
Please note that if you have actions enabled on the template, it will also run those.