Existing Canned Responses Disappeared

[Jay Breimhorst]

Has anyone else lost access to JIRA Service Management Canned responses? We had 22 Shared Canned responses available to the team and now no one on the team can access them or use them.

I tried creating new ones and get an error message

[Dave Mathijs · Accepted solution]

Seems there's rain and thunderstorms in the Cloud: https://status.atlassian.com

[Todd Thomas]

This problem has been fixed, resolving both issues with canned responses as well as the ability to add comments quickly again.

[Jay Breimhorst]

Canned responses were working by the end of they day and we have continued to have access to them ever since. Thanks for acknowledging.

[Haripriya]

Hi @Jay Breimhorst, @Todd Thomas and @Champion!

Thank you so much for reaching out to the Community and sharing your concerns! As Dave mentioned, it looks like this issue was related to the cloud incident, which has now been resolved. If you're still experiencing any problems with Canned Responses, please feel free to let me know! We're here to help!

Regards, 
Haripriya

[eleni_leros]

Hello @Haripriya - We are still experiencing the issue on our end. I saw that there is an active incident under Atlassian Developers.

https://developer.status.atlassian.com/

Could this be what is still causing this issue?

Thank you in advance! 

[Aaron C]

We are experiencing the same issues reported.  Personal and shared responses are not loading.  Thanks for bringing this to light, as this post was the first I was able to find this morning.  Some updates were made on 12/14 and I was wondering if this was related.

[Todd Thomas]

We just experienced this, as well.

The first symptom we had was Comments loading becoming very slow, which has been inconsistent. We've created a support request with Atlassian to address this.

[Jay Breimhorst]

Yes both internal and customer responses are slow to load for us as well.