Comment reactions option is missing in the Jira Service Management project settings
Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.
Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles 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
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 or 5.x.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
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 cannot 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.