---
title: "Jira Service Management Automation integration"
canonical: "https://support.appfire.com/space/CT/147914970/Jira%20Service%20Management%20Automation%20integration"
format: markdown
---
> ℹ️ ### Automation integration has been discontinued
> ℹ️ 
> ℹ️ As of August 30, 2021, **Atlassian has turned off the ****[Legacy automation](https://support.atlassian.com/jira-service-management-cloud/docs/what-is-legacy-automation/)** for all new sites.  
> ℹ️ This means that **Canned Responses automation** integration is **no longer available** for **new site**.
> ℹ️ 
> ℹ️ **Customers already using** legacy automation **will not be impacted** – this change will affect new sites only. Please note that Atlassian's plan is to eventually phase out Legacy automation altogether.

## Canned Response Action

**Canned Responses for Jira** implement the Service Management API, allowing you to create automatic Canned Responses triggered by other actions in your Jira Service Management (formerly Jira Service Desk) projects.

Let's quickly go through the setup of a new automation rule with the *Add canned response *action. 

### Adding canned response action

1. Go to the **Project administration** of your Jira Service Management project.
2. Open the **Automation** tab to see the list of automatic rules.
3. Click **New rule** on the top.
4. Select **Custom rule** (on the bottom) and click **Next***.*

You should see the rule editing page (similar to the one in the screenshot).

1. Fill in the rule name: "Notify customers about expected resolution time".
2. Locate the WHEN block and click **Add trigger/Issue created***.*
3. Similarly, under the THEN block, click* ***Add action/Add canned response***.*
4. Select a template with content you want to post and click **Confirm**.
5. Select **Public*** *comment type to make it visible to customers.
6. Don't forget to click the **Save** button on the top.

![image](media://ef8dbe95-38a2-4a00-b190-32a50730e5f4)

You're done! Once the customer raises a new issue in the IT project, they can see the comment inserted immediately, resulting in:

![image](media://517bb099-7c1d-4a89-b675-a910b3af8fdf)