Inserting a Template
Templates can be inserted by any user from the Jira issue screen, using the new "Simple Response Templates" area above the Jira comments / activity tabs.
A Note about why there is a second commenting area:
You might ask why there is an entirely separate area for the response templates, and why there might be a second commenting area.
The answer to that is quite simple: because Jira Cloud doesn't allow vendors to integrate with, or extend the Jira editor in any way. Unlike Jira Server, or Confluence, where it is possible to hook into the editor and provide custom actions, marcros, and so forth, the Jira editor is completely locked down. Unfortunately, that means we have to take up valuable space on an issue to make templates easily accessible.
On the bright side, we've decided to take this opportunity to not only focus on inserting Resposne templates from the second commenting area, but to start adding some other nice to have functionality, like autocomplete for mentioning issues for example.
Anatomy of the Response Templates Area
The response templates area in an issue is split into 3 sections:
The search bar allows you to filter the templates based on name, label and/or by favorites.
Additionally, you can change how the templates are displayed (as a list or as a set of cards) by toggling the view mode on the right.
Settings the favorites filter, or changing the view is automatically saved in your browser, and the next time you come back to any Issue, the last settings you used are automatically applied again.
The template list shows the templates the user has access to. Any templates that don't match the current visibility scope, or the current users doesn't have access to, are simply omitted from the list.
Templates can be [previewed](/documentation/article/managing-templates/previewing-template) by clicking on the Preview action. This expands the template, and shows you the contents of the template before inserting it.
To insert a template, click on the Insert button, which will automatically expand the Response Commenting area and insert the selected template into the commenting area. From there, you can make any changes or additions to the content before inserting it into the Jira issue.
Response Comments Area
The response comments fields is where a template is initially inserted, to allow you to make any necessary edits and additions, before inserting it into the Jira issue.
Inserting a template
To insert a template, select a template and click the "insert" button. The content of the template is then inserted into the response commenting field wherever the cursor is.
Note: this means, you can easily combine multiple templates, simply by inserting them one after another.
Once you're ready, click on the "Insert into Comment" button, and a new comment with your content will be added to the Jira issue.
If you're working on a Service Management support ticket, you will see two separate insert buttons. One for a private comment and one for a regular comment that is shared with customers.
Of course, you can simply use the response commenting field, even without a template. The typeahead functionality and everything else will work just the same.