Different editor when pending, closing ticket

[Roseann Styczynski]

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]

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]

Here are screenshots of the two different editors. When replying to a customer, I can use canned responses, paste an image, and more.  When I go to resolve a ticket, it doesn’t allow for any of that. It would be great if both editors were the same.

[Fabio Racobaldo _Herzum_]

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

[Fabio Racobaldo _Herzum_]

Hi @Roseann Styczynski and welcome,

please could you attach a screenshot of your trasition screen (popup) so that we can figure out your desiderata?

Fabio

[Roseann Styczynski]

Is this the screenshot you are looking for?