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reply to customer missing Edited

On Jira Service Desk Cloud, today myself (admin) and my agents are unable to 'Reply To Customer' as the option is missing.

I have not changed any settings, and am unaware of any updates to Jira Service Desk.

Is there a setting that could have been defaulted, or is this a bug

Screenshot 2019-10-02 at 09.39.48.png

1 answer

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Answer accepted

Hi @Richard_Bell,

I can't reproduce the issue, see below:


Can you check if you still have the Service Desk Agent permission in the project you're working on? You need to be an agent to be allowed to reply to customers.

Hope this helps,

- Manon

Thanks Manon,

I've checked the settings and I think it shows we should still have access to that?Screenshot 2019-10-02 at 11.04.27.pngScreenshot 2019-10-02 at 11.04.50.pngScreenshot 2019-10-02 at 11.05.06.png

Indeed, you should be able to add a public comment. Can you double-check using the Permission helper? You need to be a global Jira admin to access it: https://<your-site-name-here>



Do you have any other Service Desk project on your Jira to check if it's broken everywhere?

We've noticed that we can reply to customer in the Old View, so I do not think it's permissions. Hopefully it's a small bug with the 'New View' that gets solved quickly

I'm using the new view as well and it's working, so that's odd! I can't find any open related bug on JAC, I guess you should raise a support ticket: 

The function came back today. I assume a quirk with the new view. Thanks for your help and suggestions!

Like Manon Soubies-Camy likes this

Glad it all went back to normal!

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