Hi guys does this feature support mentioning people with @ 

we tried to use issue.accountID but it doesnt mention the people.

@1ffa53681cb8.

I think this weak effort by Atlassian is by design - to not step on the toes of CR Pro.  Still, anyone pushing the buttons on this has to be embarrassed by this initial offering.  At least, they should be.

How can you spend 8 years adding this and still get it so wrong?

"No global option - have to add to each project"

Can we get support for canned responses in the work log? Most other macros work in the WL.

The use case is that we'd like to bring a set of steps and their responses so that they're seen in the work log

Hey f86fb60d40b4 I'm from Jira Software Support (not Jira Service Management) but it looks like a kind of smart value is available - they're referred to as variables, here: Create a canned response

Many people are suggesting smart values to be added in, I'd like to vote for such but couldn't find anything to vote on. Maybe it's already in backlog? If so, is there and ETA?

I've been looking around but have not found anything concrete (this may be my own fault 🤣)

Separately if anyone is desperate to have custom fields in the comments, you can:

1. Create an Automation Rule with a Manual Trigger
2. Prompt for input when the rule is triggered
3. Add some fields for the agent to populate
   • I used a paragraph field for 'Message' with a smartvalue of {
     Unknown macro: {userInputs.message}

     }

4. Add an action to Comment on the issue
   • Compose your comment with any smartvalues / canned response text that you want
   • Add your custom message using userInputs.message and any other user input fields
5. Untick [ ] Prevent duplicates by only adding this comment once to a particular issue.
   • Otherwise only one comment can be added to the ticket

The drawbacks to this are:

• Agent can't SEE the WHOLE message before it gets posted
• Agent can't format the message
• Can't input images / links

BUT it does allow you to add more information to the comment.

Happy that a MVP piece of functionality has been rolled out here...  HOWEVER there has been extensive feedback that customers would like to be able to add more smartvalue / variables and more management features.

As this FR is now closed... Is there somewhere else where this improvement work is being tracked so we can watch / input?

We also still need the new comments editor to be available in transition screens to use Canned Responses in the rest of the system.

• https://jira.atlassian.com/browse/JRACLOUD-80133
• https://jira.atlassian.com/browse/JRACLOUD-78919

Feels like the community has spent 9 years asking for a bi-cycle and Atlassian delivered a wheel and then wandered off?

below the suggestion to support canned responses on transition scrrens :
https://jira.atlassian.com/browse/JSDCLOUD-12765

We have rolled out the canned responses feature in JSM. Please refer to the support article for details about how to use the feature.

For customers on release tracks, the feature will be rolled out between the 11th - 13th of July.