Canned responses are available in one service desks but not in the other 2 service desks

[Izabella Cikalova]

Hi,

We are on Jira Service Desk Cloud and we ordered the Add-on Canned Responses Pro Templates for Jira Cloud from Market place. 

Canned responces are available to use in one of our Jira Service Desks but not in the other 2 Service desks.

Is tehre something we need to set up or configure to make the Add-on available for all of the 3 Jira Service Desk projects?

[Angélica Luz · Accepted solution]

Hello Izabella,

Thank you for reaching out to Community!

Just for us to better understand what is happening on your site, I would like to know if all projects are of the same type.

Currently, on Jira, we have classic and next-gen projects, that’s why is important to know if the add-on is working on a classic project and not on next-gen and vice-versa.

Please, let us know this information and we will test here to check what is happening.

Regards,
Angélica

[Izabella Cikalova]

Hi Angélica,

All projects are of the same type - classic.

Regards,

Izabella

[Angélica Luz]

Thank you for the information, Izabella.

I installed the same add-on here and there is an option where we can choose the projects that will be used.

Please, go to Jira settings > Apps.

Under "Canned responses" click on Global settings and you will see the option to select the projects.

[Izabella Cikalova]

Thank you,

 it works now.