Attach a canned response to Resolve an issue

[James Hammond]

Currently I just resolve the issue then respond to the customer with a Case Closed canned response.... Id like the option to have the canned response avalaible when I click the resolve Issue button.  Can anyone tell me if that is possible ?  If so Can you provide instruction on how I can accomplish that?

[Brant Schroeder · Accepted solution]

@James Hammond Welcome to the Atlassian community

If you are using the same canned response for all resolved issues the easiest thing would be to update the request resolved notification to include the response.  Then you would not need to do anything more than resolve the issue.

You could use an automation to add the comment as well. 

[James Hammond]

While I appreciate the response,  The canned response would be a structure or template ... I'd add unique text in each case closure.

[Brant Schroeder]

@James Hammond Then you will need to add a comment on the issue to use the canned response functionality.

[Valor Poland]

Really? 

This would send 2 emails and the "resolve" modal requires a comment response as well.. this is really dumb functionality

[Brant Schroeder]

@Valor Poland You can easily turn off the resolved notification.  

[Valor Poland]

Of course, but I want to have my cake and eat it too :-) 

About 50% of the time my issues can be resolved with a canned response, and 50% of the time I want some other resolution (custom response, won't do, customer resolved, etc) and need to have those options available and resolution email sent. 

The resolution email would also contain my CSAT survey, so I need the resolution email to be sent in lieu of the comment email. 

I'm coming from 15+ years as a ServiceNow architect so I keep discovering things that are really really hard in Jira that were basic in ServiceNow (and vice versa tbh).

[James Hammond]

I appreciate the response Brant... I was looking for something that I as a regular user could do.  I am perfectly capable of learning how to implement what you have outlined but I don't have access to turn those things off and it would change functionality for everyone that has access to the Help Desk Queue which believe me would be a bigger issue. When I brought up the canned response features to our Admin he really didn't seem as though he wanted to go in to changing workflows so that one person could have features that only that one person would be using.

Its all good Appreciate the responses... If you work with Jira Brant I dont see how adding the ability to tie canned responses to a resolution would be all that hard... can y'all look at that?

[Valor Poland · Accepted solution]

Since I came here because I'm having the same question and @Brant Schroeder indicated that it's not possible to show the canned response button on the resolution form, I would suggest this workaround: 

1. Create canned responses with consistent language like "We've resolved your issue" or "The following should resolve your issue." 

2. Then, create an automation that triggers off those phrases in the applicable canned responses, moves the workflow to "Resolved," and sets the resolved reason to "Done" (or whatever your specific need requires).

[N00B EDIT]

3. I didn't realize that you can't include the latest comment in the "Resolved" email (wow..) so I ended up turning off both the Issue Commented and the Resolved email and created automations to send them instead.

[James Hammond]

This would affect all users and change their workflow correct?  Im trying to avoid that because they would not like this.   

[Valor Poland]

@James Hammond as for global, yes and no. 

I'd suggest turning off the global "resolved" email, then using the same Send Email action approach for resolved emails by using mutually exclusive conditions, i.e. "when group is X, send resolved email with most recent comment" and "when group is not X, send resolved email without comments"

[Jenifer Kuntz]

Just want to add a link to an open Atlassian Suggestion ticket if you want to vote/watch  

JSDCLOUD-12765

[Will Smith]

As a workaround I just use 'Auto Hot Key' software and wrote my script responses.