Canned Response button missing from the comment section
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*Fisheye および Crucible は除く
問題
When trying to comment on a Service Desk issue, the canned response button is missing from the top menu of the comment field:
期待される挙動
The canned response button should be available in the top menu:
原因
この問題は、次のいずれかの理由で発生する可能性があります。
- You are running Service Desk on a version lower than 3.7.0
- The Service Desk Canned Response plugin is disabled in the Add-on management page
- The Canned Response functionality is disabled in the Dark Feature page
- The 3rd party add-on ScriptRunner for JIRA is causing the issue
- The rich text editor is currently disabled
ソリューション
原因 1 の場合
- Upgrade Service Des to version 3.7.0 or later, since the canned response feature was introduced in this version, per the 3.7.x release notes.
原因 2 の場合
Check if any of the Service Desk Canned Response Plugin modules is disabled in the Manage add-ons page by following the steps below:
- Choose
> Add-ons > Manage add-ons - Select "All add-ons" in the drop down menu located next to the search box
- Look for Service Desk Canned Response Plugin and expand it
- Click on the list of modules and check if any module is disabled (see example below):
- Choose
- If any of the module is disabled, click on the Enable button next to any of the disabled modules
原因 3 の場合
Check if the Canned Response feature is disabled in the Dark Feature page by following the steps below:
- ブラウザの URL ボックスで次のアドレスを入力します。 <ホスト名>/secure/admin/SiteDarkFeatures!Default.jspa (例: http://jira.examplecompany.com/secure/admin/SiteDarkFeatures!Default.jspa)
- Within Site Wide Dark Features check if sd.canned.responses.enabled is listed, as shown in the screenshot below:
- If the feature is missing, add it by entering sd.canned.responses.enabled in the Enable dark feature box and clicking on the Add button, as shown below:
原因 4 の場合
There has been a few reports of the ScriptRunner add-on preventing the Canned Response button from being displayed, especially if a version lower than 5.3.9 is installed. If you have ScriptRunner installed, try to follow either of the steps below and check if the canned response button comes back:
- Disable the ScriptRunner add-on from the page > Add-ons > Manage add-ons
- Or try to upgrade ScriptRunner to 5.3.9 or a higher version
- Disable the ScriptRunner add-on from the page
原因 5 の場合
Enable the rich text editor, as explained in this KB article