Different editor when pending, closing ticket

Question

When you change a ticket status to pending, resolved, etc a box pops up. It has a different editor than when you reply internally or to a customer. There are times we need to add a pasted image or use our canned responses and that is not available in that comment box.

Is there a way to change that?

Iryna Ihnatiuk · Answer

Hi @Roseann Styczynski ,

That's correct. Jira still uses the old-style view for the transition screen while Create/ View Issue screens were updated already. There is an open ticket for this https://jira.atlassian.com/browse/JRACLOUD-78919

Roseann Styczynski · Answer

Is this the screenshot you are looking for?

Fabio Racobaldo · Answer

Hi @Roseann Styczynski ,

the first screenshot is related to an action performed at portal side and the second one is on jira side. Canned responses is a feature for an agent in order to have some predefined responses and this is the reason why they can't be used on the portal side (used by customers).

Hope this clarify,

Fabio