Details
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Bug
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Resolution: Fixed
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Low
Description
NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding bug report.
This issue has been tracked down to a inconsistency at the indexing level inside JIRA.
To fix this, a workaround has been added to the Automation module for a 2.5.7 Service Desk release. This workaround will schedule a consistency task between 30 seconds - 2 minutes of the workflow transition rule executing. If the reindex initially may have got the queues into an inconsistent state, this task will reload the issue from database and index again.
However, the real fix will be available from JIRA 7.0.0 (JSD 3.0.0) where on every reindex, the issue will be reloaded before indexing, to prevent these inconsistencies occurring at all.
I have a Service Desk workflow that is triggering transitions when the issue is commented upon (similar to the default Service Desk workflow). It appears that at least some of the time, the issue does not re-index when it is transitioned by the automation. When I view the issue in the queue, it shows one status, and when I view the issue on the normal view screen it has a different (correct) status. Making any edit to the issue that forces a re-index brings both statuses inline with each other.
Automation details
| When | If | Then |
|---|---|---|
| Issue Commented | Status = "Waiting for Support" Comment is public User is agent |
Transition "Respond to customer" |
| Else If | Then | |
| Status = "Waiting for Customer User is not agent |
Transition "Respond to support" |
Attachments
Issue Links
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- Closed
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