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Suggestion
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Resolution: Unresolved
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278
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6
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Summary
Customers who have configured a Workflow Validator in their Service Desk Projects have noticed that the Custom Validator Error message does not appear in the Customer Portal (if the Validator fails).
In this scenario, the validator is to ensure that Customer Requests are shared with the Customer's Organizations and are not Private
Environment
- Cloud
How to Reproduce
Prerequisites
- Update and Publish a Service Desk workflow so that a Customer Transition has a Validator (in this example, add a Validator on the Create Transition where the Organization Field must be set and a Custom Error Message if not set)
- Create and Add Customer Accounts in a Service Desk Customer Organization
Steps to Take
- As an Agent/Customer, go to the Customer Portal and create a Request where the "Organization" field is set to "Private Request"
Expected Results
Error message displays the Custom Error message that is configured in the Validator
Actual Results
Issue is not created and the following error is displayed:
Error
Your request could not be created. Please check the fields have been correctly filled in.
Notes
If the Issue is created in Jira, the error that's displayed matches what is configured in the Workflow Validator:
Note that Organization is not a field that can be edited on a Create/Edit Issue screen: Feature Request here: https://jira.atlassian.com/browse/JSDCLOUD-4723
Something like Setting the Organization by Default (https://jira.atlassian.com/browse/JSDCLOUD-5307) may help with this scenario
Workaround
No workaround available to set the Organization Field nor alert the Customer that this field must be set during the Creation of the Request
An Automation rule could be created to send out an Alert to specific Agents if the Request was created without an organization being set
- is related to
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JSDCLOUD-4007 Customer portal transition - validators not applied
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- Closed
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- relates to
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- Closed
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- Closed
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- Closed
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- Gathering Interest
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SDECO-1089 Loading...
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[JSDCLOUD-5853] Customer Portal Does Not Display Custom Validator Error
About a week ago, on a whim due to a customer request, I tried this again, and I was also pleasantly surprised to see my custom validator error message displayed in the portal interface! I don't see any evidence of a change related to this in the recent cloud release notes, but the functionality does seem to be present at the moment.
I've noticed that since recently (at least one month) the workflow validation error is displayed on the customer portal.
Is there any update on this issue? I'm not sure what the validity is in having every customer be able to view every ticket in our system as the default... This is clearly a bug and needs a fix/workaround ASAP!
This issue is being a huge problem in our several service projects.
Almost 6months from last update and over 5 years since it being reported, can this issue be revisited and resolved soonest?
Bad, bad UX for the "unlimited" customers of JSM projects. I think that you should prioritize your bugs better.
Hello everyone,
Thank you for sharing your feedback on this ticket. We acknowledge that we need to make this experience better on Portal. However, we are unable to prioritize this request at the moment, as we are working on other competing priorities.
We will revisit this again in the next few months. We regret the inconvenience.
Regards,
Sushant Koshy
Product Manager, Jira Service Management
I am experiencing the same bug.
The validator on Create transistion is working, it is performing the desired check, but the error the Portal Customer sees is not what is configured as "Validation failed message" in the validator.
Instead just a generic message appears, leaving the Customer user clueless as to what is the exact issue:
"Couldn't send request Your request could not be created. Please check the fields have been correctly filled in."
Can this be resolved as a matter of high priority? This issue being open since 2018 , again, it does not look good at all.{}
I was surprised that this issue actual more than four years.
Damn, four years, how you couldn't solve it. You know giant companies and cities would be build in that period, but you wouldn't solve this issue in the four years.
Why?
This issue should not be categorized as a "suggestion", this is a "bug". What kinda webapp in 2022 doesn't allow for customized validation error messages?!
I think the problem described in the summary "Customer Portal Does Not Display Custom Validator Error" is not just a Suggestion but an outright bug. Handling this as just a Suggestion is misleading, and masks the fact that this bug effectively prevents us as Service Desk admins using custom validators in the Create transition. Any form that has a validation, and does not tell the user which field was incorrect and why, should be regarded as buggy.
For example, a validator that checks a number value must be in certain range, will just return a generic error, and not specific instructions for the user of which field was incorrect, and how it was incorrect. This leads to unnecessary support requests and communication by email/chat etc, exactly what we try to avoid by setting up a service desk.
Sushant Koshy, please update the type and priority of this bug?
This honestly seems like a basic need.
There are always requests that have necessary fields that might be mandatory on creation, and the error we display should reflect exactly the reason/error for not being able to create it.
I'm honestly surprised this is not there from day 1.
This will be especially important now that we have Forms in JSM. If there are form fields linked to Jira fields that have validators on them within the workflow, we need the same message presented to our customers as we see as an agent so we can be sure all form fields are populated before the transition is committed after the customer selects the available transition on the portal.
At minimum, it would be nice if the portal highlighted the field that was inputted incorrectly. Ideally, the custom message from ScriptRunner 'Validation failed message" would be shown as well.
We'd like to use this to be able to validate a date field on the portal. If the user selects a date in the past, we want to ask them to revise it.
This causes us a lot of issues with certain requests that have required fields but that are mixed with field validators. The user cannot even identify what they are doing wrong and as admins, we can only assist if we can view it with them while they are trying to open the ticket. That isn't scalable.
Hi, Any update regarding this feature. Even when I was implementing the same received this issue. Or is there any other alternate way to display the custom error message. Thank you.
Hi, i need this feature for the server version. Thank you.
This should be a straighforward change. please enable custom error message triggered by workflow validation failure.
Hi, I am managed CAMS account with JSD and we definitely need this feature. CAMS is a big organization managing Mutual Funds in India.
We also like to see that we can create a custom error message on the permission validator.
The reporter will see then a error message that he or she does not have the permission to create a specific type of request. Now, it only says the default message which is confusing.
Its not working...