Respond to Customer and Internal Comment tabs missing from comment in Service Management

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Problem

When using Jira Service Management, the comment field appears as below:

However the preferred appearance is to show Respond to Customer and Internal Comment tabs when updating a Service Management issue as below:

 

Cause

This can be caused by two possibilities. Either:

  1. The Service Management License is not Agent Based and therefore Jira Service Management is not presenting an Agent View
  2. The service-desk-comment-field module of the Jira Service Management Add-On is not enabled.

 

Resolution

Service Management License is not Agent Based

  • If you are using Agent Based License for Jira Service Management, you will see a reference to Agents in the Licence information for Jira Service Management. To confirm this:
    1. Log into to Jira as a System Administrator
    2. Click the Administration Cog, and go to Add-Ons
    3. Select Manage add-ons from the left-hand menu.
    4. Locate your Jira Service Management Add-On and expand this item to see further details.
    5. Review the License Details, for example:


    • If you are not using Agent Based license, no Agent details will be recorded, 

      For example:

Service-Desk-Comment-Field Add-on Not Enabled

  1. Log into Jira as a System Administrator
  2. Click the Administration Cog and go to Add-Ons
  3. Select Manage add-ons from the left-hand menu.
  4. Locate your Jira Service Management Add-On and expand this item to see further details.
  5. Click the link that shows "X of Z modules enabled.
  6. Locate the service-desk-comment-field item in the expanded list, if this module is disabled, click the "Enable" button to enable it.

 

Last modified on Nov 23, 2020

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