Agent Pre-Populated Comments

[Ops]

Hi all

My JSD does now show the pre-populated text when an agent adds a comment. to a ticket.

I have looked at https://jira.atlassian.com/browse/JSDSERVER-3138 and can confirm that the dark feature is not disabled or infact listed.

Is there anything else that could be stopping these?

I am referring to the:

"Hi [reporter name]

 -[agent name]"

...that is added to comments automatically.

[Jack Brickey]

@Ops, can you share an image of what is shown for the notification when comment is added. That is, under Project>Project Settings>Customer Notificaitons>Public Comment Added edit screen.

I assume this is a public comment you are referring to and that other automated notifications, e.g. issue created are working ok?

[Ops]

Hi Jack

Thank you for replying. My understanding is the section you are advising me to look at applies to the email notifications only? The feature I remember may have since been removed based on a comment I have found on: JSDSERVER-4336

All notifications are working as they should - I would just like to auto populate a salutation and signoff to the comments added by an agent to assist with new canned response feature but perhaps I need to have a re-think. Either way, screen capture is below: