問題
When using JIRA Service Desk, the comment field appears as below:
However the preferred appearance is to show Respond to Customer and Internal Comment tabs when updating a Service Desk issue as below:
原因
This can be caused by two possibilities. Either:
- The Service Desk License is not Agent Based and therefore JIRA Service Desk is not presenting an Agent View
- The service-desk-comment-field module of the JIRA Service Desk Add-On is not enabled.
ソリューション
Service Desk License is not Agent Based
- If you are using Agent Based License for JIRA Service desk, you will see a reference to Agents in the Licence information for JIRA Service Desk. To confirm this:
- Log into to JIRA as a System Administrator
- Click the Administration Cog, and go to Add-Ons
- Select Manage add-ons from the left-hand menu.
- Locate your JIRA Service Desk Add-On and expand this item to see further details.
- Review the License Details, for example:
- If you are not using Agent Based license, no Agent details will be recorded,
For example:
To change to an Agent Based License please review the information here: JIRA Service Desk Licensing and Purchasing or contact Atlassian for further assistance.
Service-Desk-Comment-Field Add-on Not Enabled
- Log into JIRA as a System Administrator
- Click the Administration Cog and go to Add-Ons
- Select Manage add-ons from the left-hand menu.
- Locate your JIRA Service Desk Add-On and expand this item to see further details.
- Click the link that shows "X of Z modules enabled.
- Locate the service-desk-comment-field item in the expanded list, if this module is disabled, click the "Enable" button to enable it.
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