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Bug
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Resolution: Fixed
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Low
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None
Steps to Reproduce:
- Login to one of the Customer Portal and raise two request.
- Then, login as an Agent and view on of the ticket from JIRA side.
- "Respond to Customer" and mentioned the other ticket in the comment by type in the Issue Key.
- Log out and login back again as the Customer.
- Click on the mentioned ticket.
Expected Result:
The Customer would be redirected to the other ticket still in Customer Portal view.
Actual Result:
The Customer will be redirected to JIRA rather than Customer Portal as the URL is still using JIRA Issue View.
Notes:
- As there is features like "Adding Participants" there is a possibility that the agent would mentioned another ticket on the responds.
- There is also a possibility that the customer raise multiple request that could be related to each other.
- It would be confusing to the customer as when they clicked on the link there is a permission violation in which the customer should have the permission to view the ticket.
- It might be great if the way that the link is generated is different from "Respond to Customer" and "Internal Comments".
Workaround:
Use a Wiki Markup instead:
[JIRA-123|http://jira/servicedesk/customer/portal/2/JIRA-123]
- relates to
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- Gathering Impact
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- Gathering Impact
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QUALITY-327 Failed to load
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TESLA-894 Failed to load
- was cloned as
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DESK-4176 Failed to load
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