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

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    • Type: Bug
    • Resolution: Duplicate
    • Priority: Low
    • Component/s: SLA
    • None
    • Severity 3 - Minor

      Issue Summary

      Duplicates JSDCLOUD-9414

      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

      Steps to Reproduce

      1. Log in as an agent
      2. Go to customer portal
      3. Find a request with attachment field
      4. Add attachments from request form
      5. Select a customer in the "on behalf of" field
      6. Submit the request

      Expected Results

      1. The attachments is added as a comment by the agent to the request
      2. "Time to first response" SLA should NOT get ticked off

      Actual Results

      1. The attachment is added as a comment by the agent to the request {}
      2. "Time to first response" SLA gets ticked off

      Workaround

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

        1. Screen Recording 2022-03-23 at 3.25.42 pm.mov
          32.92 MB

            Assignee:
            Unassigned
            Reporter:
            Lee Wang
            Votes:
            1 Vote for this issue
            Watchers:
            3 Start watching this issue

              Created:
              Updated:
              Resolved: