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You can backup Canned Responses by going to Settings → Apps and then to Import / Export in Canned Responses section.

The exported templates will be stored in a .json format. Example file:

namecontentscopescopeParamfavourite
More Info RequestHi $reporterName$,

I'm just reviewing this issue and I don't think we really have enough information to reproduce this problem. Can you add a little more detail to this ticket?

Cheers,
$currentUserDisplayName$
GLOBAL
true
Not Supported BrowserHi $reporterName$,

We no longer support IE 7 in $projectName$.
We recommend you to upgrade to a more recent version. It can be downloaded from Microsoft:
http://www.microsoft.com/windows/downloads/ie/getitnow.mspx

Alternatively you can use the Chrome browser:
https://www.google.com/intl/en/chrome/browser/

Best regards,
$currentUserDisplayName$
PROJECTSSP
Screenshot RequestHi $reporterName$,

Can you please add some screenshots of what you're seeing?

Best regards,
$currentUserDisplayName$
USERadmin
Customer Timeout

Hi $reporterFirstName$,

We've not received any response from you for a while, so we assume that this issue is resolved. However, if it's not the case, feel free to reopen it and we will respond accordingly.

Cheers, 
$currentUserDisplayName$

GROUP

site-admins
servicedesk-agents
developers

true

When importing .csv file it is important to include headers as first row. Importing mechanism omits the first row. 

Explanations

  • "name" column defines the template name as seen in the picker
  • "content" column defines the template content (along with macros etc)
  • "scope" column defines the template scope, and can take one of following values (case sensitive!): GLOBAL, PROJECT, USER, GROUP
  • "scopeParam" column is used with connection to PROJECT scope (it will denote project ID) or to USER scope (in that case it will denote user accountId), or to GROUP scope (in that case it will be newline-separated list of Jira group names)
  • "favourite" columns defines whether the template should appear in the Favourite Bar or not


Migrating from Server to Cloud

We recommend moving your templates with Atlassian Migration Program.


Exporting / Importing is supposed to work only for Jira Cloud backups.

See migration guide

In case you cannot use Atlassian Migration Program, please note the following:

  • Canned Responses for Jira Server does not have a notion of "GROUP" scope - it is available only for Cloud version of Canned Responses.
  • Canned Responses for Jira Server does not have a Quick toolbar - the "favorite" column will only be meaningful for Jira Cloud installations
  • Jira Server has a different way of user identification than Jira Cloud. In server, it is still an userKey (i.e. "admin", "pstefaniak"), while in Jira Cloud it is accountId ("557058:0c7dd459-31b7-4ef1-ae6c-a4a28ead7729") - you will need to manually replace user keys for user IDs in the CSV
  • Jira Server has a different way of project identification than Jira Cloud. In server, it is still a projectKey (i.e. "SERV", "SUP"), while in Jira Cloud it is projectId ("11238") - you will need to manually replace project keys for IDs in the CSV
  • Custom Fields in macros are referenced by internal ID instead of custom field name. It means that on different instances the templates might produce different result, rendering different macro(s) than expected



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