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How do I get rid of automatic canned responses. Showed up when upgrading to 5.12.2

Rob Rehkemper
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January 26, 2024

Following upgrade to .512.2 this appeared on our Service desk tickets.  And automatically inserts this garbage.  How can this be turned off (preferred) of the template edited to blank.  We have canned responses set up to be selectable from the icon in the edit box97748111-ae5e-446a-8c13-997049fb8a2a.jpg

2 answers

0 votes
Charlie Marriott
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 28, 2024

Hi @Rob Rehkemper

Thanks for the question. As I understand it, you're already a user of canned responses, but some placeholder text is added to the comment field when first opened. Is that right? 

I don't think canned responses are usually automatically added as placeholder text in the comment field, so something else must be doing this if you're not manually selecting that response.

Are you a scriptrunner user? It may be adding the placeholder text that you're seeing. I don't have the additional canned response selector seen in the screenshot you shared and saw from a related community question that this was edited with scriptrunner config.

Optionally, choose a canned response

My UI for your reference:

Screenshot 2024-01-29 at 12.25.36 pm.png

I hope that helps,

Charlie

0 votes
Benjamin
Community Leader
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January 26, 2024

Hi Rob,

 

For the canned notification, it is set under customer notification. 

 

Here's the documentation of the configuration options:

https://confluence.atlassian.com/servicemanagementserver0512/managing-service-project-notifications-1306298348.html

 

Hope this helps.

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