Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Default input to 'comment' field field with 'respond to customer'


I've noticed that, as an agent, when responding to a ticket with the 'respond to customer' flow, the default input is always 'assignee'. This is frustrating - at this point the ticket is almost always assigned to me and I don't want to change it, just respond.

Is there a way to change the field selected as the default for input, so that when I click respond I can just start typing, thereby slightly streamlining the workflow?

Attached screen recording hopefully provides some more context -

3 answers

1 accepted

5 votes
Answer accepted
Pramodh M Community Leader Dec 13, 2021

Hi @Tom Anderson 

There are several options,

You can take out the field from the screen the transition is occurring as follows

Workflow 1.png

Workflow 2.png

Workflow 3.png

you can make the assignee as the user one who is "Responding to the Customer" as the Assignee using Post functions.


Thank you, this works.
How about the ability to actually relocate that field to below the comment box (or make the comment box selected by default)?

1 vote
Mark Segall Community Leader Dec 13, 2021

Hi Tom,

It appears there's a screen associated with that transition with the assignee field on it.  If setting the assignee is not a requirement, I would recommend either removing the field from the transition screen or removing the transition screen altogether.

I haven't been able to solve your issue, but I believe it to be associated with the 'Request Fulfillment Workflow' setup. 

Project Settings > Workflows > Service Request Fulfillment workflow > switch to 'text'tab > under 'transitions id' column, select 'respond to customer' > Below the workflow diagram, select the 'workflow screen #' 

In the Çonfigure Screen page, you can see the assignee tab but not the comment field. My thinking was if there was an existing depiction of the 'respond to customer'or ínternal comment'field, you could drag assignee to the bottom. 

Failing this, if you don't need to change the assignee, you can simply hit tab and it will allow you to start typing in the respond to customer field. 

Hope you can get an answer. 

Leaders have the answers :) 

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,553 views 20 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you