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

The exported templates will be stored in a .csv 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 key) 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

Caveats

When migrating templates between Jira instances one need to be aware of:

  • 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 Favourite Bar - making the "favorite" column meaningful only 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")
  • 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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