Apps documentation
Issue Templates for Jira
Cloud Server/Data Center
Issue Templates for Jira

Cloud

Server/Data Center

8.x
7.x
FAQ
Release notes
Last updated Sep 24, 2020

Comment field support

Discover how templates can speed up every process with ready-to-use comments

Issue Templates can improve the quality and speed of every support team in many ways. By adding comments from templates, Service Agents can automate the repetitive part of their work and focus on finding solutions.

You can configure every template to add a comment visible to customers. It can be a short confirmation message that their ticket has been received, some SLA information, or a closing message after the resolution of their issue.

Thanks to the Create Structure post function, your configuration may get as advanced as your workflow, with different comments getting generated on different transitions.

Note

Remember to add the Template custom field to all the screens that involve using templates, and then to add those screens to the chosen transitions in your workflow.

Use Case - Canned Responses for Service Management

Learn how to automate a common workflow with canned responses

Let’s see how a standard application access request can be improved with canned responses added from templates.

We will add comments on different workflow transitions, so that the end user will get the most adequate response, depending on the outcome of their request.

Template with the initial confirmation message

First, we’re going to create a template with the initial message that every customer will receive after submitting their issue. In order to add the comment we need to open the extended view of our template and add our message in the comment section, just as we would do with a regular comment:

Steps

  1. Create a new template or use an existing one.
  2. Open the template’s issue view.
    Issue Templates for Jira - Canned Responses for Service Management: Add a Comment
    Issue Templates for Jira - Canned Responses for Service Management: Add a Comment
  3. Go to the Comment section and type in the message you’d like to show to your customers.
  4. Click Add.
    Issue Templates for Jira - Canned Responses for Service Management: Add a Comment
    Issue Templates for Jira - Canned Responses for Service Management: Add a Comment

Set of fields

Next, we need to add the Comment field to our Set of fields.

Steps

  1. Open the template in the Template Navigator
  2. Go to the Fields tab.
  3. Start typing to find the Comment field.
  4. Select the Comment field from the drop-down list.
  5. Confirm your selection by clicking the check mark to the right.

    Issue Templates for Jira - Canned Responses for Service Management: Add a Comment
    Issue Templates for Jira - Canned Responses for Service Management: Add a Comment

Availability

If we want the comment to be visible to customers, we need to make the template available on the Customer Portal.

Steps

  1. Go to the Availability tab.
  2. Turn on the toggle next to Request form.

    Issue Templates for Jira - Canned Responses for Service Management: Make the Comment Available on the Customer Portal
    Issue Templates for Jira - Canned Responses for Service Management: Make the Comment Available on the Customer Portal

Create Structure post function

Now we need to configure our target project. The Create Structure post function will make it possible to copy the comment from the template.

Steps

  1. Open your target project (in our case: IT Support).
  2. Go to Project settings > Workflows.
  3. Select the default workflow and click on the pencil icon under Actions.

    Issue Templates for Jira - Create Structure: Add Post Function
    Issue Templates for Jira - Create Structure: Add Post Function

  4. Click on the chosen transition and go to Post Functions.

    Issue Templates for Jira - Create Structure: Add Post Function
    Issue Templates for Jira - Create Structure: Add Post Function

  5. Click Add Post Function

    Issue Templates for Jira - Create Structure: Add Post Function
    Issue Templates for Jira - Create Structure: Add Post Function

    and select Deviniti (Issue Templates) - Create Structure in the following mode:

    • Operation mode: Modify current issue
    • Template: (Select the template you’d like to use)
    • Subtask stage: none
    Issue Templates for Jira - Canned Responses for Service Management: Post Function Configuration
    Issue Templates for Jira - Canned Responses for Service Management: Post Function Configuration
  6. Remember to Publish your changes.

    Issue Templates for Jira - Create Structure: Add Post Function
    Issue Templates for Jira - Create Structure: Add Post Function

Tip

Make sure that the Create Structure post function is listed under the step Creates issue originally and before Re-index an issue to keep indexes in sync with the database.

Issue Templates for Jira - Create Structure: Add Post Function
Issue Templates for Jira - Create Structure: Add Post Function

Result

The comment is automatically added to issues created from your template:

Issue Templates for Jira - Canned Responses for Service Management: Comment Added Automatically to an Issue
Issue Templates for Jira - Canned Responses for Service Management: Comment Added Automatically to an Issue

Templates selectable on the Edit issue screen / Transition screen

You may want to give your support team the possibility to choose different comments from templates when they handle a request. They will be able to choose the best matching canned response right from the issue view. Let’s prepare a special screen where the agents will be able to select a comment best fitting the request’s status.

Create the template

First, we need to create simple templates with the desired comments. Here is how to start:

Steps

  1. Create a new template, containing only the comment (no summary or description).
  2. Add the Comment field to the template’s scope.
  3. Turn on the toggle next to Request form in the Availability tab.

You can prepare as many comments as you need. When they’re ready, we can move on to the project configuration.

Configure the target project

Now, let’s prepare our target project (in this example: IT Support). We’ll add a special screen and add it to a workflow transition.

Steps

  1. Create a new screen, containing only the Template field (The comment section will be added by Jira default settings).
  2. Go to your project workflow and start editing the transition, upon which the template should be selectable.
  3. Add the screen to the chosen transition.

Result

Templates with different comments can be selected on the Issue view:

Issue Templates for Jira - Canned Responses for Service Management: Select Comments upon a Transition
Issue Templates for Jira - Canned Responses for Service Management: Select Comments upon a Transition

Templates that add comments in the background

We can choose to add comments in the background, without any additional screens being displayed. This way the comment will be added automatically, right after the issue passes the chosen workflow transition.

Tip

Using this method you can add as many comments as you like. Just remember that you can only choose one template for one workflow transition.

Create the template

We’ll create a template containing only one comment and associate it with the proper transition. The steps are almost the same as in the former example, except we won’t add any screens to a transition.

Steps

  1. Create a new template, containing only the comment (no summary or description).
  2. Add the Comment field to the template’s scope.
  3. Turn on the toggle next to Request form in the Availability tab.

Add the Create Structure post function

In order to make adding comments in the background possible, we need to add the Create Structure post function to the target project.

Steps

  1. Select the proper transition in your target project’s workflow.
  2. Click Add Post Function and select Deviniti (Issue Templates) - Create Structure in the following mode:
    • Operation mode: Modify current issue
    • Template: (Select the template you’d like to use)
    • Subtask stage: none
Issue Templates for Jira - Canned Responses for Service Management: Post Function Configuration
Issue Templates for Jira - Canned Responses for Service Management: Post Function Configuration

Result

When an issue passes the chosen transition, a comment will be automatically be added in the background.

Tip

To get a similar result you may also use the Default template feature.

Need help?

If you can’t find the answer you need in our documentation, raise a support request*.

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