where can I find the option to turn off the feature? Is it the dark feature string that I need to use? Because above it is mentioned that the dark feature string will also disable user satisfaction collection.

EDIT: found it: click on your avatar image in the top right corner, then on "Profile". There you find the option to turn off prepopulated comments if you're a Service Desk agent.

Be aware that if you use the suggested workaround to disable the pre-populated comments feature, the customer feedback (star rating) feature will also get disabled.

Thanks for the workaround.

@Cian Leahy

Thanks!

@David Maloney:

It's in your individual user profile (click on your avatar, click profile and there's a setting in Service Desk Preferences)

Hi All,

I've upgraded to JSD 3.0.2, where is the option to configure these (disable these) pre populated comments located?

I've looked under the Project Settings but didn't see anything that stood out.

Can someone who has found this option please let me know where it is?

Thanks!

The individual user setting option is insufficient.

As an organisation, we do not have external customer access and use the Jira suite primarily as a software development tool. Service Desk is used basically as a portal to ensure that users are cleanly opening the right types of issues and filling in minimal fields to keep it as a clean as possible.

Having pre-populated templates for every single comment in Jira wastes time for every user who comments on a bug, feature or task. It also doesn't make sense - people expect to comment for the group working or watching the tickets. It isn't a 1-1 conversation.

Worse again, it pollutes the individual tickets making them unreadable with all this unnecessary space and fluff.

This "feature" in Service Desk completely degrades the Jira Software experience. I can't understand how this filtered through the requirements process for Jira Software when splitting off the two products

Yes, users can now individually disable this, but this absolutely should be an administrator function. The reality is that everyone will not disable out of inertia and administrators will have to waste hours/days/weeks tracking down users to get them to implement the change.

@Nathan Smith it's bugging us too, and there is absolutely no explanation why they removed the superior
notification messages from JSD 2.x, Atlassian is sometimes one dumb company.

Is this the ultimate fix for this? It's a really crappy solution if so. How can I disable this feature for the entire Service Desk (rather than rely on each agent to do so)? Also, how can I turn off the default Notification for the entire service desk which says:

Hi <Customer>,
We have received your request and will get back to you soon.
– <Service Desk>

The old notifications were far more useful to our agents, and our customers, showing a summary of the recent history of the issue. Why has this been removed?

Hi,
We have released an option for agent to turn it off in their profile in 3.0.1, 3.1.0-OD-01 release. For more information, please refer to this release note https://confluence.atlassian.com/display/Cloud/2015/10/16/Upcoming+Atlassian+Cloud+Upgrade+for+week+starting+18+October+2015
Cheers

Hi,
We have Jira Cloud (elixpolymers). Should we open a new request to ask for the removal of this feature (turn it off)?

Yes, please enable this ASAP. Or at least the option to turn it off. Right now it's adding extra workload to delete it on every comment.

Hello!
we need reply templates such as "hello! your license is.......... please contact your manager." etc.
Thank you!

What would be fantastic is if there were also a drop down as shown in the attached mockup. These templates could contain text, variables, and a cursor location. It would replace any default text shown in the comment box when the template is chosen.

You select the template you want to reply with, it populates the comment box and places the cursor where configured so the agent can immediately start typing additional text without having to touch their mouse again.

Variables I can see being useful: custom field values, default field values, date, time, date/time calculations, reporter's full name, reporter's first name, agent's full name, and agent's last name. Adding fill in fields similar to TextExpander would also be beneficial.

Once the autopopulation is turned off (or made optional), can we also ensure that the original (and better) feature of sending a summary of recent activity is re-enabled?

++ Also dedicate people to update the documentations, as we are really getting used to being surprised with your updates. If reviewers read forums and google results, you'll lose customers.

The work-around of setting sd.email.conversational.notification.disabled does work in Cloud JIRA.

I'll add my two cents as everyone else has: this feature should not have been enabled by default without any way to turn it off. Atlassian you need better business analysts because it seems half the time you make changes without any thought as to how it's going to affect and/or be perceived by end users.

Cloud subscription. They tweaked something on their end to stop it autopopulating.

Hi akostur - what do you mean when you say "by hand", are you on server or cloud subscription?

Thanks in advance!

Atlassian disabled it on our site by hand...

What is the timeline for the release that will include the ability to edit/turn off this feature?

noted thanks tom.tabruyn.

You can also help us in translating for your language here if it is missing ... The ability to edit these responses will require a bit more thought,

Please note that simply providing a system-wide translation won't work for our multi-lingual customer base. One team services multiple customer groups that each have their own servidesk(project)+SLA+language preferences. Even just within our own country (Belgium) we've got 2 official languages.

So please consider only the thorough solution of editable templates - and leave in the possibility to turn this off as long as that is not realized.

agreed. not at all a desirable "feature" without control over the text, etc.

Please fix this - it's causing us huge problems, and seems poorly thought out.

Please turn it off until you have fully implemented its functionality. We work in a non-English environment.

Horrible feature. I cannot work with a pre-defined message unless I am able to amend it.

Oh c'mon. This isn't a feature request... this is simply finishing the "feature" that was added. I'm also with Thorn. Adding in that text should not have been enabled until the admin had the control of what to put in there.

Agreed with Thom. This is a horrible nuisance.

it should never have been implemented without offering the ability to disable it. terrible feature.