Issue Summary

JSM Live Chat browser notifications are not displayed for agents when Post Office GraphQL subscription enrichment is enabled.

The Live Chat event is successfully sent to Post Office and published to StreamHub. However, the enrichment request does not receive the subscriber’s product value. Post Office defaults the product to unknown, the placement request is rejected with HTTP 400, and the valid notification message is filtered out before reaching the browser.

Ticket created from this Support Ticket: https://atlassiansupport.atlassian.net/browse/PCS-3829386

Steps to Reproduce

1. Open the Live Chat Inbox for a Jira Service Management project and set the agent’s status to Available.
2. Ensure browser notifications are permitted and post-office_enable_subscription-enrichment is enabled.
3. As a help seeker, initiate a new Live Chat conversation or send a message.
4. Observe whether the agent receives a browser notification.

Expected Results

The GraphQL subscription receives the enriched jsm-live-chat message and the agent sees a browser notification.

Actual Results

No browser notification is displayed. The message is successfully published to StreamHub and passes context validation, but the enrichment pipeline returns:

inputCount: 1
validatedCount: 1
outputCount: 0 

The following error is logged in the Post Office application log:

Product is not eligible to make placement requests

{
  "placementId": "jsm-live-chat-notifications",
  "sanitizedProduct": "unknown",
  "unexpectedProduct": "unknown"
} 

The placement middleware subsequently reports:

Placement middleware encountered an error, returning empty response

{
  "status": 400,
  "version": "v2",
  "placementId": "jsm-live-chat-notifications",
  "body": {
    "message": "This product is not eligible to make placement requests."
  }
} 

Workaround

Currently there is no known workaround for this behavior. A workaround will be added here when available.