Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-1122

Unable to add customer facing comment without transitioning issue

XMLWordPrintable

    • Icon: Suggestion Suggestion
    • Resolution: Fixed
    • 2.4.1
    • None
    • None
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      As an agent, I am unable to add a comment without transitioning the issue to Waiting For Customer. If I wish to add a comment without changing the status I must add the comment and then transition the issue back to Waiting For Support.

      • These transitions generate unnecessary emails to customers. The customer receives three emails because I added a single comment.

      Use case example: I would like to provide an update to my customer saying that I am still working on their issue. I would like the issue to remain in Waiting for Support status.

          Form Name

            [JSDSERVER-1122] Unable to add customer facing comment without transitioning issue

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011854 ] New: JAC Suggestion Workflow 3 [ 3649450 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665321 ] New: JAC Suggestion Workflow [ 3011854 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2325619 ] New: Confluence Workflow - Public Facing v4 [ 2665321 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2053526 ] New: JSD Suggestion Workflow - TEMP [ 2325619 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2048655 ] New: JSD Suggestion Workflow [ 2053526 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1280212 ] New: JSD Suggestion Workflow - TEMP [ 2048655 ]
            jonah (Inactive) made changes -
            Description Original: As an agent, I am unable to add a comment without transitioning the issue to Waiting For Customer. If I wish to add a comment without changing the status I must add the comment and then transition the issue back to Waiting For Support.
            * These transitions generate unnecessary emails to customers. The customer receives three emails because I added a single comment.

            *Use case example:* I would like to provide an update to my customer saying that I am still working on their issue. I would like the issue to remain in Waiting for Support status.
            		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1122].
              {panel}

            As an agent, I am unable to add a comment without transitioning the issue to Waiting For Customer. If I wish to add a comment without changing the status I must add the comment and then transition the issue back to Waiting For Support.
            * These transitions generate unnecessary emails to customers. The customer receives three emails because I added a single comment.

            *Use case example:* I would like to provide an update to my customer saying that I am still working on their issue. I would like the issue to remain in Waiting for Support status.
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-1122 [ JSDCLOUD-1122 ]
            Owen made changes -
            Workflow Original: TTT: Simple Issue Tracking Workflow [ 760716 ] New: JSD Suggestion Workflow [ 1280212 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Tim Evans (Inactive) made changes -
            Link New: This issue relates to JSD-1999 [ JSD-1999 ]

              Unassigned Unassigned
              tevans Tim Evans (Inactive)
              Votes:
              5 Vote for this issue
              Watchers:
              5 Start watching this issue

                Created:
                Updated:
                Resolved: