I have the resolution screen on a service request, and I want to have the Canned Responses and the option to upload images, but these options are not showing. Can you help? In the Activity section, the customer comment has these options, but on the resolution screens, both are missing
Activity
Screen :
As an administrator, I can see and access the option. However, my service desk agents don’t have this option available, even though all project permissions are correctly configured
This is actually expected behavior in JSM Cloud. The resolution screen uses a simplified editor, and unfortunately canned responses aren’t supported there yet. Atlassian has an open feature request for this, refer:
As for the missing image upload button, it appears only if the “Attachment” field is added to the transition screen. Once that’s in place, agents should be able to upload files during resolution.
So to fix this:
Kind Regards
Utkarsh
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.