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resolution screens add image missing in comments

Guilherme Rocha July 9, 2025

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 

d.png

Screen :

DD.png

 

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

 ddd.pngxxx.png

1 answer

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Utkarsh Agarwal
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July 9, 2025

Hi @Guilherme Rocha 

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:

  • Edit your workflow and make sure the transition screen includes the Attachment field.
  • For canned responses, the current workaround is to add the comment using the regular issue view before transitioning.

Kind Regards
Utkarsh

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