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Canned responses are available in one service desks but not in the other 2 service desks

Izabella Cikalova

Hi,

We are on Jira Service Desk Cloud and we ordered the Add-on Canned Responses Pro Templates for Jira Cloud from Market place.

Canned responces are available to use in one of our Jira Service Desks but not in the other 2 Service desks.

Is tehre something we need to set up or configure to make the Add-on available for all of the 3 Jira Service Desk projects?

Accepted answers

Angélica Luz

Hello Izabella,

Thank you for reaching out to Community!

Just for us to better understand what is happening on your site, I would like to know if all projects are of the same type.

Currently, on Jira, we have classic and next-gen projects, that’s why is important to know if the add-on is working on a classic project and not on next-gen and vice-versa.

Please, let us know this information and we will test here to check what is happening.

Regards,
Angélica

All comments

Angélica Luz

Hello Izabella,

Thank you for reaching out to Community!

Just for us to better understand what is happening on your site, I would like to know if all projects are of the same type.

Currently, on Jira, we have classic and next-gen projects, that’s why is important to know if the add-on is working on a classic project and not on next-gen and vice-versa.