---
title: "RETIRED: ITS - Jira (DC) Canned Responses"
canonical: "https://kb.uconn.edu/space/IKB/10847519263/RETIRED%3A%20ITS%20-%20Jira%20(DC)%20Canned%20Responses"
format: markdown
---
ITS Staff and student workers are able to create and use canned responses to answer common issues without needing to retype responses multiple times.

> ⚠️ Canned responses are only available for comments; a canned response cannot be used for the description of a ticket.

## Using a Canned Response

1. Open a ticket.
2. Choose a workflow option (*Assign to team, In Progress, Resolve Issue*, etc.).
3. Click the **Canned Responses** button (the text bubble icon).
4. Choose a canned response to use by:
  - Choosing one of the responses from the "Frequently Used" or "Popular" drop-down menus.
  - Searching for a specific response using the search bar at the top of the drop-down menu.
5. The selected canned response will be added to the comment.

> ℹ️ For the TSC, canned responses will start with "*TSC - *" for easier searching.
> ℹ️ 
> ℹ️ Canned responses do not overwrite what is already written in the comment, so additional information can be added prior to adding the canned response (e.g., a "Hello" message before the canned response).

## Creating a Canned Response

A new canned response can be created if there are no canned responses that fit the situation.

1. Open a ticket.
2. Choose a workflow option (*Assign to team, In Progress, Resolve Issue*, etc.).
3. Type the message that will become the canned response in the comment section.
4. Click the **Canned Responses** button (the text bubble icon).
5. Click **Save as a response.**
6. Enter a name for the canned response.
  1. Names for canned responses for the TSC should begin with “*TSC -* “ so they can easily be searched for.
7. Click **Save**.

The canned response will be saved and will be available for anyone to use.

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