reply to customer missing

[Richard Bell]

On Jira Service Desk Cloud, today myself (admin) and my agents are unable to 'Reply To Customer' as the option is missing.

I have not changed any settings, and am unaware of any updates to Jira Service Desk.

Is there a setting that could have been defaulted, or is this a bug

[Manon Soubies-Camy · Accepted solution]

Hi @Richard Bell,

I can't reproduce the issue, see below:

Can you check if you still have the Service Desk Agent permission in the project you're working on? You need to be an agent to be allowed to reply to customers.

Hope this helps,

- Manon

[Richard Bell]

Thanks Manon,

I've checked the settings and I think it shows we should still have access to that?

[Manon Soubies-Camy]

Indeed, you should be able to add a public comment. Can you double-check using the Permission helper? You need to be a global Jira admin to access it: https://<your-site-name-here>.atlassian.net/secure/admin/PermissionHelperAdmin.jspa

Do you have any other Service Desk project on your Jira to check if it's broken everywhere?

[Richard Bell]

We've noticed that we can reply to customer in the Old View, so I do not think it's permissions. Hopefully it's a small bug with the 'New View' that gets solved quickly

[Manon Soubies-Camy]

I'm using the new view as well and it's working, so that's odd! I can't find any open related bug on JAC, I guess you should raise a support ticket: support.atlassian.com 

[Richard Bell]

The function came back today. I assume a quirk with the new view. Thanks for your help and suggestions!

[Manon Soubies-Camy]

Glad it all went back to normal!

[Zaldy Parian]

Hi @Richard Bell - I know this is an old post. The same issue is being experienced by some of our agents (but not all). Was there anything you did to fix the issue?