resolution screens add image missing in comments

[Guilherme Rocha]

I have the resolution screen on a service request, and I want to have the Canned Responses and the option to upload images, but these options are not showing. Can you help? In the Activity section, the customer comment has these options, but on the resolution screens, both are missing

Activity 

Screen :

As an administrator, I can see and access the option. However, my service desk agents don’t have this option available, even though all project permissions are correctly configured

 

[Utkarsh Agarwal · Accepted solution]

Hi @Guilherme Rocha 

This is actually expected behavior in JSM Cloud. The resolution screen uses a simplified editor, and unfortunately canned responses aren’t supported there yet. Atlassian has an open feature request for this, refer:

• https://jira.atlassian.com/browse/JSDCLOUD-12765 
• https://jira.atlassian.com/browse/JSDCLOUD-12765 

As for the missing image upload button, it appears only if the “Attachment” field is added to the transition screen. Once that’s in place, agents should be able to upload files during resolution.

So to fix this:

• Edit your workflow and make sure the transition screen includes the Attachment field.
• For canned responses, the current workaround is to add the comment using the regular issue view before transitioning.

Kind Regards
Utkarsh