...
On this page:
|
|---|
| Aura divider | ||||
|---|---|---|---|---|
|
Important note
How the Canned Responses panel appears to you will depend on whether you use the companion browser extension or not. The images and gifs in this documentation may look different in your instance for this reason.
...
When you install the browser extension, the CR panel appears directly in the native Jira comment box, in the Activity section. This simplifies usage for support agents by seamlessly integrating Canned Responses with the Jira interface.
...
Within the editor, you may see an extra CR button, representing the built-in menu of canned responses offered by JSM. To avoid any potential confusion, hide this button by accessing Settings > Global Settings and toggling on the "Hide built-in canned responses" option.
Description field (with browser extension)
...
When the browser extension is installed, the CR panel appears on the Transition screen, allowing you to change the issue’s status and leave a comment for the customer in one go.
...
Dynamic variables rely on Jira REST APIs to retrieve custom field values, which means that they can only retrieve values from saved fields. Therefore, if your field is empty and you populate it during transition, dynamic variables cannot retrieve the value on the fly on the same screen.
As long as the fields have been filled in the regular issue view or during the previous transition, and the field is not empty during the transition, dynamic variables will work as expected.
JSM queues (with browser extension)
In Jira Service Management, customer requests are organized into queues, and you can link, comment, assign, or transition multiple requests using bulk actions.
...
Keep in mind that only the dynamic variables listed below are supported, and the other dynamic variables will not be replaced with values.
$currentUserName$$currentUserAccountId$$date$$currentUserFirstName$$time$$timezoneName$$timeUTCOffset$
Moreover, due to Jira Cloud limitations, this view doesn’t support attachments or automated actions.
When you install the browser extension, Canned Responses allows lets you to comment on numerous JSM requests at once using your predefined templates.
To add internal comments or reply to customers on multiple requests:
From your service project, go to a queue that shows all the requests you’d like to comment on.
Click the box beside each request you’d like to comment on.
Click Comment in the action bar.
Click Select template to open a dropdown and search your template or select your favorite one from the quick toolbar.
Click Comment to post your comments to the requests.
...
Please note there are limitations due to Jira Cloud restrictions:
You must use the Canned Responses extension for Chrome, Edge andFirefox browsers.
Automated actions added to the template cannot be run while inserting templates this way.
Only plain text can be added to the comments, and attachments cannot be added to multiple requests this way.
As mentioned above, only the following dynamic variables are supported in this view:
$currentUserName$,$currentUserAccountId$,$currentUserFirstName$,$time$,$timezoneName$,$timeUTCOffset$,$date$