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  1. Jira Service Management Cloud
  2. JSDCLOUD-15336

Using the ticket emoji with two different users around the same second results in duplicate ticket creation.

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    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: Low Low
    • JSM Chat
    • None

      Issue Summary

      When using the ticket emoji to raise an issue via JSM Chat, two cases will be created if two users use the emoji around the exact second. 

      Steps to Reproduce

      1. Create a test message in a Slack/MS Teams channel connected to JSM Chat
      2. Have users A and B click the ticket emoji simultaneously. 
      3. Two Jira tickets will be created. 

      Expected Results

      The system will prompt with the usual error: "A request has already been created for this message."

      Actual Results

      Two duplicate tickets will be created. 

      Workaround

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

      However, the issue only occurs when two users use the ticket emoji within a minimal timeframe of each other. 

        1. Screenshot 2024-11-13 at 1.43.59 PM.png
          Screenshot 2024-11-13 at 1.43.59 PM.png
          123 kB

            [JSDCLOUD-15336] Using the ticket emoji with two different users around the same second results in duplicate ticket creation.

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              Unassigned Unassigned
              clevine Chris Levine
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                Created:
                Updated: