FAQ: Canned Responses Pro Templates for Jira Server/DC

Here are the answers to some of your most frequently asked questions. If you think we’re missing any critical tips, let us know by getting in touch with us.

Where can I use Canned Responses?

Canned Responses Pro Templates for Jira supports Jira Service Management as well as Jira Software and Jira Work Management. Users can create templates and apply them to issue descriptions and issue comments in JS and JWM, as well as reply to customers or leave internal notes in JSM.

What is the price?

You can check the price here. Data Center apps are sold as an annual subscription. You are eligible for support and version updates as long as your subscription is active.

According to Atlassian’s pricing policy, apps are billed based on the number of users in your Atlassian product. For Jira 7.0 or later, the app tier should match the maximum tier of the licensed Jira products on your instance. For example, if you're running Jira Software (500 users) and Jira Service Management (25 agents) on the same instance, you should purchase the 500-user tier for apps.

For versions of Jira prior to 7.0, the app tier should match the licensed user tier for Jira. Even if fewer users want to use the app than your Jira license, the two licenses should match exactly.

Is Canned Responses for Jira free for personal use?

Canned Responses for Jira is free for personal use. This means that you can use Canned Responses for Jira without having a valid commercial license.

What are the differences in features available in personal and licensed versions?

The usage is limited to personal scope only – you cannot create and share the templates using the project or global visibility scopes. All the other functionality is available for personal usage.

Compare the features available in personal and commercial versions in the chart below:

For detailed information about configuring and using personal templates with your Jira, please go to the Quickstart Guide.

How can I limit access to Canned Responses for some users?

Jira Global Admins can restrict usage for specific groups and set up visibility scopes for specific projects in settings.

How can I add the CR template to the Jira Automation rule?

At the moment, Atlassian doesn't provide public APIs to integrate canned Responses with Jira Automation. Because of this, users are unable to add templates while creating rules. We’re constantly monitoring Atlassian’s updates and will start working on this when it becomes feasible.

Why don’t I see Canned Responses on some of my screens?

By default, CR Server appears on the issue view every time you're about to make a comment, edit the description of an issue, or any Text Field (multi-line) custom field. If you can’t see the CR button in any of those, it’s worth verifying restrictions for user groups or projects in settings (which requires global admin permissions).