Is there a way to lock down canned response creation to only project admins?

[Nicole Haddenham]

We would like to remove the ability for agents to create canned responses within our DC environment. Is this possible?

[Joseph Chung Yin · Accepted solution]

@Nicole Haddenham -

Welcome to the community.  By default JSM project's canned responses can only be managed by each project's Administrators.  Unless the agent is also granted with the Administrators role, then he/she will not be able to modify the canned response.

For project administrators - he/she can manage the project's canned response by -

1) Project settings >> Customer notifications option

Hope this helps.  Please also note that there is no control over what each agent's comments back to the issue customers.  For that, you will need to control it by your business process end.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.