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Bug
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Resolution: Unresolved
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Low
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None
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Severity 3 - Minor
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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
- Log in as an agent
- Go to customer portal
- Find a request with attachment field
- Add attachments from request form
- Select a customer in the "on behalf of" field
- Submit the request
Expected Results
- The attachments is added as a comment by the agent to the request
- "Time to first response" SLA should NOT get ticked off
Actual Results
- The attachment is added as a comment by the agent to the request {}
- "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
- duplicates
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JSDCLOUD-9414 Time to first response SLA stops ticking when reporter is updated and/or if the ticket contains attachment
- Closed
- relates to
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JSDCLOUD-11107 While creating request from portal form or email, add attachments on Jira Service Management will include the attachments as a comment, but not trigger the customer notification for that comment
- Closed