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JIRA Service DeskĀ® responses automated

With JIRA Service Desk 2.4 Atlassian introduced the new Automation Module. Quoting Atlassian's Automating your service desk announcement:

"if you find your team stuck completing repetitive tasks or missing important request notifications, you can use automation to complete those tasks and send those alerts".

Canned Responses for JIRA can help you take this great feature one step further, providing contextual, reusable and automated responses to frequently repeating issues.

What type of use cases can be automated with the Automation Module?

Besides allowing users to create their own custom rules, each service desk project comes with a set of preset rule templates that can be used to quickly set up automation.

Automation consists of rules that perform actions (e.g. alert agent) based on specific events (e.g. issue is created) and conditions (e.g. issue is high priority). Here are some of the use cases that automation can help your team and your customers with:

    • Alerting members of your team when a customer submits an urgent issue.
    • Alerting your team lead and members of your team when a serious issue is about to breach one of your SLAs.
    • Notifying your customers about when to expect your team's response basing on the priority of the issue they have submitted.
    • Transitioning an issue to "Waiting on Support" when a customer comments on it; when your team comments, transitioning the ticket to "Waiting on Customer".
    • Re-opening an issue when a customer comments on it, so that your team can follow-up with more information.
    • Triggering specific actions on multiple incidents, based on the status of a linked problem.
    • Updating issues received by email with the correct request type based on keywords present in the issue's summary or description.

How to create new automation rules in JIRA Service Desk?

Let's quickly go through the setup of a new automation rule:

  1. In your service desk project, proceed to Project administration > Automation and select Add your first automation rule (or New rule if you have previously created one).
  2. Select a preset or custom rule template from the list and then select Next. You'll see the rule configuration screen.
  3. Edit the rule name and description as needed. The rule name will appear on the main automation settings page, so changing the name will help you more easily reference what each rule does.
  4. Fill in the WHEN, IF, THEN fields. Use Tips for customizing this rule for suggestions on what to enter in these fields.
  5. Select Options to set the "Run as" user, or the user who will appear to perform the rule's action on the service desk ticket.

How do Canned Responses for JIRA help to automate responses in JIRA Service Desk?

If you and your team find yourselves commenting frequently created issues by repeatedly using the same or similar phrases, Canned Responses for JIRA can help you re-use regularly employed wording. With this add-on you can now standardize your responses, avoid spelling mistakes, quit tedious copy-paste routines and speed up your entire Service Desk team's workflow.

Thanks to the recently implemented integration with the Service Desk Automation API, this can now be done via the "Add canned response" action triggered by the new automation rules. Let's use the "notifying your customers about when to expect your team's response" as an example scenario to go through seting up a new canned response.

Adding an automated canned response rule for notifying customers about reaction time:

  1. If you haven't done it already, install Canned Responses for JIRA.
  2. In your service desk project, proceed to the Project administration > Automation and select a New rule (top of the list).
  3. Select a Custom rule template from the bottom of the list and then select Next. You'll see the rule configuration screen.
  4. Enter the following rule name: "Notify customers about expected resolution time". This new rule will appear on the main automation settings page.
  5. Locate the WHEN block and click Add trigger/Issue Created.
  6. Similarily, under the THEN block click Add action/Add canned response.
  7. Select a comment template with the content you want to post and click Confirm. If you need to first need create an applicable new template, use the icon to manage your templates.
  8. Don't forget to click the Save button on the top.

From now on, whenever a customer submits a new issue in your project, their issue will be immediately commented on accordingly.

Here's a pro-tip for you with the full list of available automation action blocks:

Try Canned Responses for JIRA for free from the Atlassian Marketplace and let us know what you think about our add-on.

If you have an idea for something more that Canned Responses for JIRA could do for you just drop us an email at - we value user feedback as one of the best sources of new feature and product ideas.

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