Canned response template file attachments

[Kristian Slatina]

Hi all,


Did a bit of search and thought will ask here as could not find an answer (or it doesn't exist).
Is it correct that when creating a canned response template we cannot add file attachments to it? Only pictures via URL?

If so, is there a workaround to adding a file to a canned response template?
Specifically, want to add an email as a file along the lines of 'refer to this sent earlier'.
We want the file to be part of the canned response when we select it as a reply.

I guess someone must have asked this already. Hope its clear what I want to achieve, any help appreciated.

Regards,

[Iryna Ihnatiuk]

Hi @Kristian Slatina ,

I'm Iryna, a Product Manager at Appfire.

Based on your question, I guess you're using our Canned Responses Pro app.

We recently released the attachments feature so you can create templates with any files now. Let me know if you have any questions.

[Dan Breyen]

Hi @Kristian Slatina welcome to the community.  I'm able to add an attachment to a canned response and when I use that response, the customer is getting the attachment. If you are having issues with it not working, I would suggest opening a ticket with support at support.atlassian.com

[Kristian Slatina]

Thank you for your reply @Dan Breyen 

Tried a few variations.

When selecting the canned response on a ticket in Jira, it opens the text template as expected. But when and trying to drag and drop a file to add (an email saved as .msg), the browser (Chrome) tries to download it instead of adding it to the canned response template.

How exactly were you adding the attachment to the canned response?
(was it maybe a comment you did instead of a canned response template?)

Ideally we would like to have a canned response saved where a file is part of that canned response template.

Edit: more details added

[Dan Breyen]

@Kristian Slatina I would recommend working with Atlassian Support to help you out with your example. That way if there are issues, they can get more assistance on their end.