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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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11
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Severity 3 - Minor
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19
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Summary
When a request is created via email the "Request Participant" is added to the ticket right after it is created, however, in some cases, it may race condition with automation rules triggered by the issue creation event. In those cases, actions made by the automation may be reverted.
Environment
Steps to Reproduce
- Create a custom field and add a few options to it. This bug was replicated using a "check-box" field type.
- Make sure that the field is in the issue type/project context and screens.
- Create an automation rule that will run on the issue creation and automatically set the field value. Example:
- Create an issue via email, CC'ing another customer.
Expected Results
Actual Results
- The automation will happen before the request participant is added to the ticket, and the field value will be cleared by the issue reported, even if they have no permission to edit the ticket.
Notes
- The intermittency is due to the order which the events happen (automation rule execution and participant being added to the ticket)
- Whenever the automation rule is executed before the CC is added, the bug will occur.
- The bug will not happen when the automation is triggered after the request participant is added to the ticket.
- The "Service Desk Widget" user was set as the default account for automation rules.
- We noticed that this affects other triggers as well such as comment.