Jira Service Management Automation Integration

Automation integration has been discontinued

As of August 30, 2021, Atlassian has turned off the Legacy automation for all new sites.
This means that Canned Responses automation integration is no longer available for new site.

Customers already using legacy automation will not be impacted – this change will affect new sites only. Please note that Atlassian's plan is to eventually phase out Legacy automation altogether.

Canned Response Action

Canned Responses for Jira implement the Service Management API, allowing you to create automatic Canned Responses triggered by other actions in your Jira Service Management (formerly Jira Service Desk) projects.

Let's quickly go through the setup of a new automation rule with the Add canned response action. 

Adding canned response action

  1. Go to the Project administration of your Jira Service Management project.

  2. Open the Automation tab to see the list of automatic rules.

  3. Click New rule on the top.

  4. Select Custom rule (on the bottom) and click Next.

You should see the rule editing page (similar to the one in the screenshot).

  1. Fill in the rule name: "Notify customers about expected resolution time".

  2. Locate the WHEN block and click Add trigger/Issue created.

  3. Similarly, under the THEN block, click Add action/Add canned response.

  4. Select a template with content you want to post and click Confirm.

  5. Select Public comment type to make it visible to customers. 

  6. Don't forget to click the Save button on the top.

You're done! Once the customer raises a new issue in the IT project, they can see the comment inserted immediately, resulting in: