Summary:
Jira Service Management: Canned responses via slash command /canned (/vorformuliert) fail to insert text into comment field
Product: Jira Service Management (Cloud) - German localized instance
Component: Rich Text Editor / Canned Responses (Native Feature)
Description:
Since a couple of weeks now, we are experiencing a bug where the native "Canned Responses" feature fails to insert any text into the comment area when triggered via the editor's slash command /vorformuliert (German localized instance).
The dropdown menu opens correctly, and the specific canned response can be selected. However, upon clicking "Insert response" ("Antwort einfügen"), the text field remains completely empty. No error messages are displayed in the UI.
Steps to Reproduce:
- Open any Jira Service Management ticket.
- Click on "Reply to customer" (Kunden antworten) or "Add internal note" (Interne Notiz).
- Type the slash command
/vorformuliert (/canned) into the text editor. - Select any available canned response from the overlay menu and click "Insert".
- Result: The comment box remains blank.
Additional Context & Isolation:
- The UI Button works: If the agent uses the physical mouse cursor button "Canned responses" (Vorformulierte Antworten) at the bottom toolbar instead of the slash command, the text is inserted perfectly normal. The issue is strictly isolated to the slash command macro workflow.
- The bug occurs across all browser types (Chrome, Edge, Firefox), even in Incognito mode with all extensions disabled.
- The affected canned responses do not contain any dynamic variables or broken markdown syntax.
- The issue affects all project agents on our site globally.
Please investigate if this is related to recent deployments on the cloud editor framework or a translation mapping issue with the German localization command string.
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