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Suggestion
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Resolution: Unresolved
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2,705
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Problem Description :
There is no way to add Canned Responses in workflow transition screen's comments.
Suggested Solution :
Provide an option to add Canned Responses in transition screens like we have in Jira server.
Why This Is Important :
It will be helpful for agents to choose from automated canned responses based on requirements and can efficiently respond to customers and autofill Jira Service Desk ticket data fields.
Workaround :
There is no workaround available as of now. We will mention it here when it will available.
- is resolved by
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- Closed
[JSDCLOUD-12765] Canned Responses - Resolution/Transition Screen
Working like it's 1995...that's the Atlassian experience...
@b27aac235e88
According to this community post Now GA - try the new issue transition experience i... - Atlassian Community the feature is planned to be in the upcoming features for the "new transition experience" which apparently is live already.
Unfortunately there I failed to find a timeline for the planned features.
This feature has been requested for almost two years now. A yes/no/maybe answer would be nice.
Hello All
I wonder if this is at least coming to the new issue transition experience?
These are basic features that our Support-Teams need, because it is simply intuitive and it cannot be reasonably covered by automations.
Best regards,
Severin
Please add this feature to the resolution screen. I cannot understand why this isn `t already a feature of Jira? It`s a normal usecase in a daily business.
It would save so much time if you didn't always have to switch between the main window where the canned response function is available and then to the resolution screen.
This is a function that is wanted by the entire ISS A/S https://www.issworld.com/en company.
We would therefore also like to request this extension. Thank you very much.
What are the chances this can be put into Jira cloud sooner rather than later? It was available on DC. It's painful not having it on Jira cloud!
When can we expect to see the one line of code that has already been written and implemented elsewhere (comments) on Transision screens? This is getting seriously embarrassing.
Please add this as soon as possible ... it will be very useful !!!
Please add this feature since it is impossible to add all possible resolution statement from the dropdown even if we want to customize it.
It would be very useful to have this feature implemented. Customers asks for this, as it make sense to add canned response during transition screen.
Please add this, it's no sense not being able to use canned responses when changing statuts of issues. This makes us lose a lot of time!
PLEASE add!
It seems really unusual that we can't used Canned Responses in the Resolution screens as it seems like a logical place to write your final comments which could be repetitive across users.
Thanks!
Bitte fügen Sie die Funktion wieder ein. Das Fehlen der Funktion stört unsere Prozesse.
Please re-add this feature.
It was possible in Data Center, why remove it for Cloud?
Guys common this should have been a standard component of the comment section in all screens. can we get an update. This was opened in 2023. Lets prioritize this over updating emoji's (I kid).
The editor from the main issue page should have the same options when used in a transition screen.
Please add this feature, we have comment templates from a legacy system that will be going away, and we'd like to move them over into Jira, particularly for 'Done' responses
Please add this feature, we have comment templates from a legacy system that will be going away, and we'd like to move them over into Jira, particularly for 'Done' responses
We want to retire using canned responses from our old request management system and move them into Jira - particularly when moving a service request to "Done" (but also any other transition screen). Currently, it is limited availability only which doesn't serve our needs adequately enough.
Hello, a solution for this missing feauture would safe us lots of time and would optimize or Workflows as well. Please start working on it, thank you!
500 Votes, done. Please fix this Arbaaz! And fix everything that you broke in the cloud concerning your new screen concepts asap!
Please implement this option!
We require to add a comment when resolving issues. It would save us a lot of time if we could use the Canned responses as we often uses the same texts to resolve an issue.
Since this was standard in the server version of Jira Service Management, I believe it is essential that the function is implemented again. We have worked very intensively with this feature in the transitions, which is why doing without it would be a major step backwards.
We have just migrated from server to cloud and previously used this function extensively.
Now we have just created the canned responses and wondered why we can no longer select them in the transition dialog.
From our point of view, it is a step backwards to no longer be able to use them, especially in service management.
Without this feature the canned responses are practically useless - please add it soon.
It is a common practice that closing a ticket requires a comment.
So in Jira we have a screen on the transition to the "Done" status that requires a comment.
Not being able to use Canned Responses here robs it of its most obvious use case.
Hello,
When will this ticket be taken in consideration and not just let in gathering interested, please ?
thanks
This function is critical! Without it, canned responses are not useful to us at all.
@arbaaz gowher - as the assignee of this call, we would value some feedback from you and understand from you at what point does this request where everyone is voting for, becomes a reality. what are the timelines, how many votes does it need before Atlassian actually looks at this request and so forth. The fact that there is no update concerns us.
@Arbaaz Gowher do you have an update for this request ? It's very useful and needed. Thanks!
Definitely something that would improve the flow of work!
Go for it Atlassian!
We use canned responses frequently for many of our operations - we need this one working!
So there's no workaround but instead we are copying and pasting text?! It seems like a no-brainer that we should have this feature. How many votes are required before this is considered? Does anyone know?
Another Atlassian customer here needing canned responses in transition comments screens now we have just migrated to Cloud.
From a workflow perspective, if I want to use a Canned Response on a Transition/Resolution Screen, I have to go into my ticket, pretend I'm going to 'Reply To Customer' find and insert my canned response. Then copy it to the clipboard, close out of my 'Reply To Customer', begin my transition and then paste it in the transition.
It's a real shame that in the year of AIs (2023) you still need a text file/onenote to copy prepared answers as resolution texts into tickets.
Please listen to your users and their feature requests and votes!
This is indeed a feature our agents are actively asking for - it is the most wanted improvement.
Just moved from server to cloud and this is a big issue for our service desk. Often times they want to close out a ticket with a canned response all from the resolve screen. Now they need to click "reply to customer" copy the canned response, resolve issue and paste the comment in the screen.
+1