How to implement glossary or canned responses in Jira applications
Since Jira Core and Jira Software do not include the native canned response feature, this article provides with some alternative ways using tools external to Jira to implement canned response in case the Jira Service Management application is not installed.
This guide will provide some guidance on how to...
1) Add links to terms in your comments in Jira applications issues (i.e. glossary)
2) Enable agents to have access to canned (prefabricated) responses to commonly submitted support issues in Jira applications
Both use cases make the use of
- Typing shortcut utility or software such as TextExpander (other similar software will work just as well; this is the one we like at Atlassian).
- To allow for single point of file management you may want to use service such as Dropbox, Google Drive, or other. Note: TextExpander likes Dropbox.
Before starting, also check out the following documentation:
Configure your typing shortcut utility tool to point to shared resources location so that all Jira Service Management users or agents can connect to the same source and edits need to be made only once.
In your typing utility add the necessary terms for your glossary.
TexExpander content (Jira applications rich text field formatted link)
When agent types "Check out ;jira our issue tracking software" the TextExpander will convert to:
Check out [Jira|https://www.atlassian.com/software/jira] our issue tracking software
The result once comment is saved:
This way you can configure any terms such as SaaS -- [SaaS|http://searchcloudcomputing.techtarget.com/definition/Software-as-a-Service], ITIL, or any other terms specific to your industry and needs. When linking to your glossary definitions you can link to existing definitions on the web or create your own using Confluence to store those custom definitions.
Canned (prefabricated) responses
For Jira you may want to look into Canned Response for Jira applications plugin in the Atlassian Marketplace. This plugin is currently available in all deployment options (Server, Data Center & Cloud) offering this functionality.
Canned responses can be created using the same process as above (Glossary example) but instead of using just linked words use longer text in the content of the TextExpander files.
Hi ##REPLACE WITH CUSTOMER NAME##, Thanks for your email! We would be happy to provide you with a refund as you fall into our [30 day refund policy|http://www.atlassian.com/licensing/purchase-licensing#payments&refunds-5]. I have processed your refund for ### ORDER NO HERE ###. The billing contact will receive an automated email with your refund note. Please allow 1-3 business days for the charge to appear back on your credit card or bank statement. I hope this helps! Please let us know if you have further questions in the meantime. Cheers,