Internal comment tab missing during Respond to Customer transition

For some reason, when I'm executing the Respond to Customer transition in JIRA Service Desk, my comment screen no longer has the Respond to customer tab nor the Internal comment tab.  Now what appears during the Respond to Customer transition is the "plain ole" comment screen (w/ no tabs).  I've verified that I'm an Agent, so I should be able to enter an Internal comment.  Any clues on what I should check?

3 answers

First check the service-desk-comment-field module is enabled.

To do so, go to Addons > Manage Addons > Select the Service Desk Addon and click on the modules enabled link (shown below)


Scroll-down to bottom and locate service-desk-comment-field and make sure it not disabled


Hope this help



Nope, that does not seem to be the problem, as all of the modules are enabled 203 of 203 (I'm using version 2.0.4).  I expanded the modules to make sure.  This was working before, and I'm not sure what changes I've made to my system to cause this behavior.  I'm considering upgrading to latest JIRA and Service Desk to see if it gets resolved as I'm developing on a test JIRA instance.

Yeah a update would be recommended as it may have been fixed in latest versions.

You haven't added any custom fields with JavaScript snippets that could be preventing the tab to be shown or add anything to the Announcement Banner?

Also if you have any plugins try disabling them and see if that fixes it.

Hi Juan, did you ever get this fixed? Having the exact same issue with our installation and we're running all the latest versions.

This issue can be caused by a disabled plugin, or perhaps a licensing issue with JIRA Service Desk. Some licenses are not "Agent Based" and therefore, will not present Agent Views, which is required for this functionality to work. I have created a Knowledge Base with further information, which should assist you.

See: Respond to Customer and Internal Comment tabs missing from comment in Service Desk

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,760 views 11 18
Join discussion

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot