Canned responses in transition screen

[Flemming Knudsen]

In my organisation, we can all see response options from the Canned responses template in the case view - but why is it that only some can see them in the transition screen, when they set a case to status: DONE? (They are marked as favorites)

[Matteo Vecchiato]

Hi @Flemming Knudsen ,

Welcome to Atlassian community. As far as I know, there isn't the possibility to add the canned responses in transitions.

Are you using a marketplace app for this? Is it possible that you are refering to comments in the transition screen?

Regards

[Flemming Knudsen]

@Matteo Vecchiato yes, I'm using the app Canned Responses - and the templates appear above the response field in the normal reply-window, as well as the transition screen, in status DONE (yellow) - but som of my colleagues are missing the latter one.
Hope this explains the problem 😊