Jira cloud - Canned responses during transition (status change)

[Dean B]

Hi there,

I am looking to either pop-up a 'Canned Responses' screen to pop-up or automatically send an email using the existing template when the ticket status is changed.

Is that possible?

Thanks

Dean

[Ignacio Pulgar]

Hi Dean,

You may add custom comments for each status change by using a custom automation rule like, if I remember correctly:

WHEN status changed

IF status = "In Progress"

THEN add a public comment: "The team has started working on this ticket"

ELSE IF status = Done

THEN add a public comment...

And so on.

Hope it helps.

[Dean B]

Thanks @Ignacio Pulgar , I will try to and let you know.

[Dean B]

Hi @Ignacio Pulgar , tried this over the weekend and came across following issues,

1. custom automation rule - need to have pre-defined custom message, it can be editable so if a SD agent wants to add additional lines of text, they will need to send another message. 

All I need at this stage is the Canned responses window to pop-up when the ticket status is changed and let SD choose the pre-defined template and add any extra lines before hitting the send button.

Is it possible?

[Kevin Fernandez]

Hello,

Our team is also seeking out similar functionality to what @Dean B described above. Has anyone else solved this or created a workaround besides what @Ignacio Pulgar mentioned?