KB : Jira Service Management Legacy Automation integration

Jira Cloud currently only integrates with Legacy automation. It works similarly to the server version but instead of choosing templates, you need to create one here instead of reusing existing ones.

Canned Responses for Jira allows 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 Add canned response action.

Adding canned response action

Go to Project administration of your Jira Service project.
Go to the Automation tab to see the list of automatic rules.
Choose Legacy Automation
Click Add rule on the top.
Select Create custom rule (on the top) and click Continue.
You should see the rule editing page (similar to the one from the screenshot).
Fill in the rule name: "Notify customers about the fact we are right now resolving this issue".
Locate WHEN block and click Add trigger//ssue Created and click “Add” button.
Similarly, under the “Then do this...“ block click Add action/Add canned response*
Fill in the box with a comment you would like to share with the customer. You will create here a template and not reuse the existing one. You have access to all macros here
Click the “Add” button:
Do not forget to click “Save”