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Bug
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Resolution: Won't Fix
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Low
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None
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Severity 3 - Minor
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Issue Summary
If an agent create a request from Jira Service Management portal form on behalf of a customer, and add a attachment to the attachment field. It will add the attachment as a comment, but not trigger the customer notification for that comment.
Steps to Reproduce
- Log in as an agent
- Go to customer portal
- Find a request with attachment field
- Add attachments from request form
- (If creating from an agent, select a customer in the "on behalf of" field)
- Submit the request
Alternatively,
- Send an incoming email to the Jira Service Management project, with attachments in the email.
Expected Results
- The attachments is added as a comment by the request creator to the request
- Customer get notification for the creation of the request
- Customer get notification for the comment with the attachment
Actual Results
- The attachment is added as a comment by the request creator to the request
- Customer get notification for the creation of the request
- Customer DOES NOT get notification for the comment with the attachments
Workaround
Add another comment with the attachment, in order to trigger the notification with the attachment.
- is related to
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JSDCLOUD-11108 Add attachments on Jira Service Management portal form on behalf of a customer, will add the attachments as a comment, which ticks off Time to first response SLA
- Gathering Impact
- mentioned in
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