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  1. Jira Service Management Data Center
  2. JSDSERVER-16153

The announcement banner subject and message of the main help center page is not editable when new languages are added with translation

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    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: Low Low
    • None
    • 5.12.0, 10.5.0
    • Customer Portal

      Issue Summary

      Agents or Admins can't edit the Main helpdesk announcement banner subject and message in the portal when new languages are added with translations for the announcement banner.

      Steps to Reproduce

      1. Create a Service desk agent
      2. Go to Project Settings>Portal Settings> Enable this option Yes, agents can add announcements to this customer portal
      3. Go to Applications>Jira Service Desk>Configuration>Can agents add announcements to the Help Center?
        enable this option Yes, agents can add announcements to the Help Center
      4. Go to the Service Desk global portal>Add Announcement Subject and Announcement message as an admin
      5. Add a new Language add all the translations including the translation for the announcement and make it available to the customers.
      6. Set this language as the project default
      7. Log in to Global Helpdesk with the agent credentials and try to edit the announcement when the profile language is English then you can edit the announcement message
      8. Now try to change the user profile language to any other language that has Announcement Banner translations.

      Expected Results

      Agents or Admins are able to edit the Announcement Message and Subject from the Main Help center portal

      Actual Results

      Agents or Admins can't edit the Announcement Message and Subject from the Main Help Center portal because the fields are non-editable.

      Workaround

      Currently, there is no known workaround for this behavior. A workaround will be added here when available

        1. Screenshot 2025-04-09 at 2.08.32 PM.png
          Screenshot 2025-04-09 at 2.08.32 PM.png
          258 kB

            [JSDSERVER-16153] The announcement banner subject and message of the main help center page is not editable when new languages are added with translation

            Bartosz Ornatowski made changes -
            Status Original: Needs Triage [ 10030 ] New: Short Term Backlog [ 12074 ]
            Bartosz Ornatowski made changes -
            Assignee Original: Bartosz Ornatowski [ bornatowski ]
            Bartosz Ornatowski made changes -
            Labels Original: ril New: pm ril
            Bartosz Ornatowski made changes -
            Resolution Original: Not a bug [ 12 ]
            Status Original: Closed [ 6 ] New: Needs Triage [ 10030 ]

            Jeanette Seewald added a comment -

            Hi bornatowski ,

            this seems not correct, as I can adjust the global announcement in any other language, that is not the Jira system language and not the default language of the JSM project.

            The problem occurs, if you change the default language of a JSM project, because when changing the default language, you need to enter a translation of the global helpdesk announcement banner (why, is not clear to me anyway, as this should be a global setting and not project-related).

            This translation text, that is entered in the former default language of this one project then is somehow hard coded in the global announcement for this language - but for all users with this language set in their profile!

            Please reopen the issue and have another look at it.

            Best regards,
            Jeanette

            Jeanette Seewald added a comment - Hi bornatowski , this seems not correct, as I can adjust the global announcement in any other language, that is not the Jira system language and not the default language of the JSM project. The problem occurs, if you change the default language of a JSM project, because when changing the default language, you need to enter a translation of the global helpdesk announcement banner (why, is not clear to me anyway, as this should be a global setting and not project-related). This translation text, that is entered in the former default language of this one project then is somehow hard coded in the global announcement for this language - but for all users with this language set in their profile! Please reopen the issue and have another look at it. Best regards, Jeanette
            Bartosz Ornatowski made changes -
            Resolution New: Not a bug [ 12 ]
            Status Original: Short Term Backlog [ 12074 ] New: Closed [ 6 ]

            Bartosz Ornatowski added a comment -

            The Global announcement is editable only in the default Jira system language, as it is global for all the projects. Particular projects do allow the change of the project announcement in the default project language even if it is different to the system one.  

            Bartosz Ornatowski added a comment - The Global announcement is editable only in the default Jira  system language, as it is global for all the projects. Particular projects do allow the change of the project announcement in the default project language even if it is different to the system one.  
            Bartosz Ornatowski made changes -
            Assignee New: Bartosz Ornatowski [ bornatowski ]
            SET Analytics Bot made changes -
            Support reference count New: 1
            SET Analytics Bot made changes -
            UIS New: 1

              Unassigned Unassigned
              9dec92182c8f AviGhosh
              Affected customers:
              3 This affects my team
              Watchers:
              5 Start watching this issue

                Created:
                Updated: