Internal comment tab missing during Respond to Customer transition

Question

For some reason, when I'm executing the Respond to Customer transition in JIRA Service Desk, my comment screen no longer has the Respond to customer tab nor the Internal comment tab.  Now what appears during the Respond to Customer transition is the "plain ole" comment screen (w/ no tabs).  I've verified that I'm an Agent, so I should be able to enter an Internal comment.  Any clues on what I should check?

mattjones-atlas · Answer

This issue can be caused by a disabled plugin, or perhaps a licensing issue with JIRA Service Desk. Some licenses are not "Agent Based" and therefore, will not present Agent Views, which is required for this functionality to work. I have created a Knowledge Base with further information, which should assist you.

See: Respond to Customer and Internal Comment tabs missing from comment in Service Desk

Michael Pasqualone · Answer

Hi Juan, did you ever get this fixed? Having the exact same issue with our installation and we're running all the latest versions.

Joel Cumberland · Answer

Yeah a update would be recommended as it may have been fixed in latest versions.

You haven't added any custom fields with JavaScript snippets that could be preventing the tab to be shown or add anything to the Announcement Banner?

Also if you have any plugins try disabling them and see if that fixes it.