Jira Service Desk Canned response not available

[Alain Bachmann]

We use a local Jira instance for our ServieDesk.

We are running Jira V7.9.2, ServiceDesk V3.12.2 and Scriptrunner V.5.4.7

The canned response icon is missing during transition or when commenting on an issue.

I found similar problems and solutions to it: https://confluence.atlassian.com/jirakb/canned-response-button-missing-from-the-comment-section-952626130.html

Checked all of them, we run newer versions and all features are enabled. Still we cannot see the icon. Could it be a new bug with the scriptrunner?

[Alain Bachmann · Accepted solution]

We found the issue in the end (thanks to the help of atlassian support!)

We had an add-on active (jeditor) which replaced the comment field and therefore the canned response was not available.

[Simeon Arabov]

Hi Alain, where is the configuration for the canned responses plug-in "com.atlassian.serviceesk.servicedesk-canned-responses-plugin" on Server JSD ?