Add canned response or document to ticket when an organization is set using automation or app

[James Gray]

Hello,

Can a canned response template or document be added to a ticket when an organization is set? 

For example, if Company A submits a ticket, I need a way to add a specific template relating to Company A when we close a ticket. This would then need to be repeated for every other customer, however, they all would have a different template.

Is this achievable via automation? Does it have the ability to append a ticket with a template based on the customer field/organization? 

[Steve Long -Evelon-]

Hi @James Gray

You should be able to do this with Jira Automation (Project Settings > Automation).

Essentially the rules will be:

1. Trigger - Issue Transitioned to Resolved
2. Condition - Organization = x
3. Action - Add Comment x

Screenshot for reference:

Unfortunately Jira Automation doesn't support adding an attachment though.

Hope that helps - Steve.

[Steve Long -Evelon-]

Just to add that you can also attach forms to a ticket using Automation, which could be useful to you instead of an attachment.

Doc for reference: https://support.atlassian.com/jira-service-management-cloud/docs/add-a-form-to-an-issue/