Issue Summary
Agents are automatically redirected to the JSM queue if they are viewing a JSM issue from this queue that no longer belongs to it, making them lose track of that JSM issue.
Note: JSM refers to Jira Service Management
Version info
- Replicable in: JSM 10.3.6, 10.6
- Not replicable in: JSM 5.12.22
We suspect that the bug was somewhere between 5.12.22 and 10.3.6, however the exact version is unknown at this time.
Steps to Reproduce
- Create a JSM project
- Go to the JSM project queues page
- Click on the "Unassigned issues" queue
- Click on an issue that belongs to this queue, and take note of its URL that should have the format below (it will be referred to as the "queue URL"):
/projects/ITSD/queues/custom/2/ITSD-45
- Open the same issue in a new tab, but this time from the view issue URL. The URL should have the format below:
- From the View Issue page, set the assignee to any non null value:
- Click on the tab where you were viewing the same issue from the Queue URL
Expected Results
The URL is not changed and remains as /projects/ITSD/queues/custom/2/ITSD-45
Actual Results
The URL is automatically changed in the browser to /projects/ITSD/queues/custom/2 (the Issue Key is automatically deleted by the Browser).
If the agent accidentally refreshes the page, they are redirected to the Queue, and they lose track of the issue that they were viewing:
Workaround
View the JSM issue from the View Issue page rather than from the Queue, to prevent the browser from removing the issue key from the URL and losing track of the issue.
JSDSERVER-16067 Changing the status of a JSM ticket while viewing it from a queue refreshes the whole page
