Details
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Bug
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Resolution: Timed out
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Low
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1
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Severity 2 - Major
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Description
Summary
Some users are receiving repeatedly notifications for resolved requests with changed issue types.
Environment
Cloud + Classic project
Steps to Reproduce
- Go to Project Settings -> Customer Notifications;
- Edit the customer notification for Request Resolved;
- In the content of the Request Resolved notification, add the field ${request.status} and save;
- In Project Settings -> Language support;
- Create a new translation for the same notification but without the ${request.status} variable;
- Raise a request;
- As an agent, change the issue type of the request (this will leave the issue with an invalid Request type), see attached image (screenshot-1) for what this looks like in old issue view;
- Add 2 customers as participants, each one with a different language that the notification has translations for;
- Trigger the customer notification by resolving the issue.
Expected Results
Both customers should receive just 1 notification when the request is resolved.
Actual Results
The customer using the language without the customised translation with ${request.status} will receive 21 notifications regarding the resolved request.
Workaround
To temporarily solve the problem, remove any ${request.status} field out of the content of any customer notification for Request Resolved.
Attachments
Issue Links
- mentioned in
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