Creating a ticket as a new user on Chat has a result where the created issue may have an "Anonymous" reporter and missing initial chat comments due to a race condition between customer account creation and issue creation.

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    • Minor

      Issue Summary

      Jira Service Management (JSM) Chat creates issues for new users with an "Anonymous" reporter and fails to attach initial chat messages as comments due to a race condition between customer account creation and issue creation.

      Steps to Reproduce

      1. In a test environment, use a clean tenant and start a JSM chat with a never-before-seen user (new email/account).
      2. Send multiple quick messages as the new user.
      3. Observe the resulting issue in JSM.

      Expected Results

      • The issue is created with the correct reporter/requester (the new user).
      • Initial chat messages appear as comments on the issue.
      • No "Anonymous" reporter is present.

      Actual Results

      • The issue is created with "Anonymous" as the reporter.
      • Initial chat messages fail to appear as comments.
      • This only occurs for new users; existing users do not experience this problem.

      Workaround

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

              Assignee:
              Unassigned
              Reporter:
              Samriddhi Saumya
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                Created:
                Updated: