Comment reactions option is missing in the Jira Service Management project settings
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
This article applies to Jira Service Management 10.4 and earlier. Starting from Jira Service Management 10.5, the feature flag sd.comment.reactions.disabled is removed.
The Comment reactions option is missing in the Jira Service Management project settings.
This feature should be available in Jira Service Management Data Center version 4.21 or later (reference here).
Environment
Jira Service Management 4.x.x, 5.x.x., 10.x.x up to 10.3.x
Diagnosis
The following is true:
The instance has Jira Service Management version 4.21+ and a Data Center license.
The feature is enabled under Jira Administration > System > Edit Settings (on the top right of the System page) > Enable emoji reactions option.
Issue is present for all users and all JSM projects.
Cause
The dark feature flag sd.comment.reactions.disabled is enabled.
Solution
If you're using Jira 10.4 or earlier, navigate to the Dark feature page (<baseURL>/secure/admin/SiteDarkFeatures!default.jspa) and check if sd.comment.reactions.disabled flag is set. If so, disable it and the comment reaction option should appear.
If you can't see the disabled flag from above, you can also try adding the feature flag sd.comment.reactions.enabled.
See this article for more details on toggling dark feature flags.
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