Jira Service Management (Service Desk)

Enabling JEditor for JSM

If you use Jira Service Management (Service Desk) you may want to enable JEditor in certain fields on the customer portal. To enable JEditor for JSM, do the following:

  1. Navigate to Jira administration > Manage Apps
  2. In the left navigation panel, select JEditor for JSM > Field Schemes
  3. Create a field scheme for each field where you want JEditor


Note: If you don't see the JEditor for JSM menu, re-install JEditor.

Prepopulating request fields 

To prepopulate a request type field you need to specify a template when creating a field scheme in JEditor for JSM > Field Schemes.

Enabling JEditor for the Agent's Comment field

To enable JEditor as the default editor for an Agent Comment field do the following:

  1. Navigate to Jira administration > Manage Apps
  2. In the left navigation panel, select JEditor for JSM > Agent Comment Field
  3. Enable JEditor for those projects where you want it to appear by default

You can also enable JEditor in all Agent Comment fields at once. This will override any existing per-project and per-request type configurations. This option is helpful when you create new service desks or request types regularly and want JEditor to be enabled in all of them.

When JEditor is not enabled for an Agent Comment field, it is still possible to start it manually. Agents can switch to JEditor from the Other [+] menu of the default Jira editor:



Enabling JEditor Renderer

After enabling JEditor for SD you still need to make sure that the corresponding Jira fields (comment/description/custom fields) can properly render data created by JEditor for SD.
Switch the renderer of those fields to JEditor Renderer:

  1. Navigate to Jira administration > Issues
  2. Select FieldsField Configurations to view all your field configurations
  3. Locate the field configuration related to your Service Desk project
  4. Click the Configure link to open the View Field Configuration page, which lists all system and custom fields in your Jira system
  5. Click the Renderers link to change field's renderer (you need to enable JEditor Renderer for all fields that use JEditor on the customer portals)
  6. Clicking the Renderers link will take you to a page where you can see all renderers available for the field and choose between them
  7. Select JEditor Renderer and click Update
  8. When changing the renderer, the system will warn you about Jira issues that will be affected by the change (if no issues will be affected then the warning does not show)
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