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Get 'reply to customer' on the left in my transition fields'

Valerie Vliegen

In our current setup of JSM, when in a transition screen, the 'reply to customer' field is located at the right.

However, I just created a sandbox and saw there that when I use the same transition, the 'reply-to-customer' field is on the left. The button is now also called 'Respond to office' instead of 'update'.

How can I get the 'respond to customer' on the left in the transition field? Or is this not possible?

Thanks!

Accepted answers

Susan Hauth _Jira Queen_

Hi Valerie,

This is a new "Feature" of the transition experience:

https://community.atlassian.com/t5/Jira-articles/Now-GA-try-the-new-issue-transition-experience-in-Jira/ba-p/2734436/page/3#U2919078

I'm not a fan of this switch to internal comment. Apparently you may be able to personally switch it back to public comments in your own profile. This is going to be very painful for our JSM Agents.

Susan

All comments

John Funk

Hi Valerie,

I suggest you open a support ticket with Atlassian about the differences in the tab locations and the Update terminology versus the Status name.

https://support.atlassian.com/contact/#/

Jack Brickey

I believe this is a situation of version differences and we don't have control over that.

Susan Hauth _Jira Queen_

Hi Valerie,

This is a new "Feature" of the transition experience:

https://community.atlassian.com/t5/Jira-articles/Now-GA-try-the-new-issue-transition-experience-in-Jira/ba-p/2734436/page/3#U2919078

I'm not a fan of this switch to internal comment. Apparently you may be able to personally switch it back to public comments in your own profile. This is going to be very painful for our JSM Agents.

Susan

Valerie Vliegen

Thank you! I missed this new feature!

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