nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

reply to customer missing

Richard Bell_f1o84y

On Jira Service Desk Cloud, today myself (admin) and my agents are unable to 'Reply To Customer' as the option is missing.

I have not changed any settings, and am unaware of any updates to Jira Service Desk.

Is there a setting that could have been defaulted, or is this a bug

Screenshot 2019-10-02 at 09.39.48.png

Accepted answers

Manon Soubies-Camy

Hi @Richard Bell,

I can't reproduce the issue, see below:

Can you check if you still have the Service Desk Agent permission in the project you're working on? You need to be an agent to be allowed to reply to customers.

Hope this helps,

- Manon

All comments

Manon Soubies-Camy

Hi @Richard Bell,

I can't reproduce the issue, see below:

Can you check if you still have the Service Desk Agent permission in the project you're working on? You need to be an agent to be allowed to reply to customers.

Hope this helps,

- Manon

Richard Bell_f1o84y

Thanks Manon,

I've checked the settings and I think it shows we should still have access to that? Screenshot 2019-10-02 at 11.04.27.png Screenshot 2019-10-02 at 11.05.06.png

Manon Soubies-Camy

Indeed, you should be able to add a public comment. Can you double-check using the Permission helper? You need to be a global Jira admin to access it: https://<your-site-name-here>.atlassian.net/secure/admin/PermissionHelperAdmin.jspa

Do you have any other Service Desk project on your Jira to check if it's broken everywhere?

Richard Bell_f1o84y

We've noticed that we can reply to customer in the Old View, so I do not think it's permissions. Hopefully it's a small bug with the 'New View' that gets solved quickly

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira

cloud

jira-cloud