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Details

Type: Bug
Resolution: Duplicate
Priority: Low
Fix Version/s: None
Affects Version/s: 2.4-OD-05, 2.5.0, 3.3.0, 3.9.0, 3.9.1, 3.9.7
Component/s: Customer Portal
Labels:
- affects-cloud
- affects-server
- cqt
- cst

Support reference count:
11
Symptom Severity:
Severity 3 - Minor
UIS:
2
Bug Fix Policy:
View Atlassian Server bug fix policy

Description

NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

Atlassian Update – 9 June 2021

Hi everyone,

Thank you for your interest in this suggestion.

We have identified that this is a duplicate of "Auto-refresh and/or warn user if the ticket has changed" JSDSERVER-433. We are actively reviewing this suggestion and will continue to track interest on the other ticket. Please watch JSDSERVER-433 for future updates.

Kind regards,

Alex

Jira Service Management, Server & Data Center

When we have an issue in 'Waiting for Customer' status and the customer triggers the transition to 'Waiting for Support' by commenting on the issue, the customer's comment is added, but the page is not refreshed after the transition is made.

That results in the page showing the old status (Waiting for Customer) and the customer has to refresh the page to see the new status.

This makes the customers confused, as it is not clear that the transition was correctly triggered. They escalate or raise new cases which steals time from getting them the support they need.

Attachments

Issue Links

duplicates

JSDSERVER-433 Auto-refresh and/or warn user if the ticket has changed

Gathering Interest

is detailed by

JSDSERVER-5452 Auto-refresh issue transitioned from Service Desk automation rule

Closed

is duplicated by

JSDSERVER-1824 At the Customer Portal, Status is not automatically refreshed after comment

Closed

is related to

JSDSERVER-6106 Automatic transitions on adding comment are not visible to Agents without a refresh

Closed

relates to

JSDCLOUD-1752 Wrong status shown when transitioning SD issue using comments

Closed

causes: CST-13108 Loading...

mentioned in: Page Loading...; Page Loading...; Page Loading...

was cloned as: DESK-4127 Loading...

(1 causes, 3 mentioned in, 1 was cloned as)

Activity

People

Assignee:: Unassigned

Reporter:: Jaime S

Votes:: 28 Vote for this issue

Watchers:: 19 Start watching this issue

Dates

Created:: 08/Apr/2015 4:42 PM

Updated:: 09/Jun/2021 2:02 AM

Resolved:: 09/Jun/2021 2:02 AM

Automatic transitions are not visible to Customers without a refresh