Can we automate the first reply in JSM?

[Shivam Sharma]

Hello folks,

I'm Shivam, a member of the support team in my organization. I have a question regarding the automated preset answer to every ticket raised in JSM through the portal or widget that I configured. 

So, I was exploring the ways that I can go through this and set up an automated message. I turned on automation for Jira also and added an action to do a comment when a work item is created, but the automation is doing it internally (adding an internal note), so if anyone has any suggestions on it, it would be much appreciated.

[Bryan Trummer - ReleaseTEAM · Accepted solution]

Hello @Shivam Sharma - Welcome to the Atlassian Community!

If you go to your automation and go to the action that adds the comment you should be able to update the comment visibility as highlighted below in the screenshot.

[Shivam Sharma]

Hello @Bryan Trummer - ReleaseTEAM 

I forgot to check this dropdown to update the visibility. I appreciate your help. It worked

Just one more question that triggered to me: can we set a time, like after that point of time period when a work item is created, automation should run, let's say when a ticket is created, after 10 mins the automation should run, instead of immediate action.

Just thinking that if this is possible or not.

[Bryan Trummer - ReleaseTEAM]

Hey @Shivam Sharma - Yes, you could use the delay action function in automation to wait 10 minutes before it does any actions after that. So for your use case you would want the delay action prior to the add comment action.

If you feel that I have answered your questions if you could please "Accept Answer" it would be greatly appreciated.

[Shivam Sharma]

Hey @Bryan Trummer - ReleaseTEAM , I really appreciate your efforts, but I'm not able to see this delay action function in the automation.

Can you please give me some guidance or a path to find this?

By the way, you have answer to my primary question, so I can accept your answer. Thank you again

[Bryan Trummer - ReleaseTEAM]

@Shivam Sharma - Interesting it should just be there as Delay. I did scroll through the automation list to find it, I did not use the search function for Automation.

[Shivam Sharma]

It is still not visible to me; maybe I'm on the standard plan. That could be the reason of some limited automations and actions 

[Bryan Trummer - ReleaseTEAM]

@Shivam Sharma - Yeah its because you are on the standard plan. If you want to have a sort of work around you should be able to use the refetch issue data action. Stack a few of those and it will act like a delay. However, for a ten minute delay you might have to stack quite a few of them.

[Shivam Sharma]

Ohh, I'll try this for sure, Thanks for your help.

[Mikael Sandberg]

It can be done with Rovo, that is free if you are on the premium plan or higher (I think they mentioned that it will be free for standard too during the key note at Team 25, but my memory could be wrong so don't take my word for it). There is an agent in the Rovo use cases and prompt library that can be used to create the first response.

[Shivam Sharma]

Hey @Mikael Sandberg , Thank you for your answer.

Yes, it can be done with Rovo very easily, but Rovo isn't free for the standard plan. I just checked this out; it's only available for premium or higher.

[Mohamed Benziane]

Hi,

you can just use the standard notification system in your project. Everytime a ticket will be create jira will send a notification to the reporter. 

[Shivam Sharma]

Hello @Mohamed Benziane ,

Thank you for the answer, but I don't wan't to take this through the mail, I want to keep the things in comment section of the portal or the ticket only.