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Bug
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Resolution: Fixed
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Low
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2.5.0, 2.5.6
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Summary
Agent leaving comment triggers duplicate notification to customer.
Steps to reproduce
- Create new Service Desk
- Confirm that by default desk is open and customer appears in customer list
- As agent, create issue on behalf of customer
- Customer receives email, status shows waiting for support
- Agent adds comment using comment box and clicks "Send Response"
- TWO "Service Desk notification rendering mail item" appear in mail queue
- Two notifications received by customer, these are duplicates with conflicting status info. Screenshot attached
Expected Results
The customer should receive only one email.
Actual Results
- The notifications show different statuses
- Old status in one message, destination status in the other
- Both messages show correct destination step in message "Your request status changed to..."
Workaround
Make the Agent use the Comment field in the Respond to Customer screen (while doing the transition with the Respond to customer button) instead of using the comment field in the View Issue screen. The customer will receive only one email as Requester action Needed.
- is duplicated by
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- Closed
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- Closed
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- relates to
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- Closed
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- mentioned in
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![[Extranet] Page](/images/icons/generic_link_16.png "[Extranet] Page")
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[JSDSERVER-2009] Duplicate Notifications Sent to Customer
| Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2304190 ] | New: JAC Bug Workflow v3 [ 3126463 ] |
| Status | Original: Done [ 10044 ] | New: Closed [ 6 ] |
| Workflow | Original: JSD Bug Workflow v5 [ 2058160 ] | New: JSD Bug Workflow v5 - TEMP [ 2304190 ] |
| Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2055698 ] | New: JSD Bug Workflow v5 [ 2058160 ] |
| Workflow | Original: JSD Bug Workflow v5 [ 1956202 ] | New: JSD Bug Workflow v5 - TEMP [ 2055698 ] |
| Workflow | Original: JSD Bug Workflow v4 [ 1615320 ] | New: JSD Bug Workflow v5 [ 1956202 ] |
| Description |
Original:
h3. Summary
Agent leaving comment triggers duplicate notification to customer. h3. Steps to reproduce * Create new Service Desk ** Confirm that by default desk is open and customer appears in customer list * As agent, create issue on behalf of customer * Customer receives email, status shows waiting for support * Agent adds comment using comment box and clicks "Send Response" ** TWO "Service Desk notification rendering mail item" appear in mail queue * Two notifications received by customer, these are duplicates with conflicting status info. Screenshot attached h3. Expected Results The customer should receive only one email. h3. Actual Results * The notifications show different statuses ** Old status in one message, destination status in the other * Both messages show correct destination step in message "Your request status changed to..." h3. Workaround Make the Agent use the Comment field in the *Respond to Customer* screen (while doing the transition with the *Respond to customer* button) instead of using the comment field in the View Issue screen. The customer will receive only one email as *Requester action Needed*. !Screen Shot 2015-06-23 at 2.40.00 PM.png! |
New:
{panel:bgColor=#e7f4fa} *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-2009]. {panel} h3. Summary Agent leaving comment triggers duplicate notification to customer. h3. Steps to reproduce * Create new Service Desk ** Confirm that by default desk is open and customer appears in customer list * As agent, create issue on behalf of customer * Customer receives email, status shows waiting for support * Agent adds comment using comment box and clicks "Send Response" ** TWO "Service Desk notification rendering mail item" appear in mail queue * Two notifications received by customer, these are duplicates with conflicting status info. Screenshot attached h3. Expected Results The customer should receive only one email. h3. Actual Results * The notifications show different statuses ** Old status in one message, destination status in the other * Both messages show correct destination step in message "Your request status changed to..." h3. Workaround Make the Agent use the Comment field in the *Respond to Customer* screen (while doing the transition with the *Respond to customer* button) instead of using the comment field in the View Issue screen. The customer will receive only one email as *Requester action Needed*. !Screen Shot 2015-06-23 at 2.40.00 PM.png! |
| Link |
New:
This issue relates to |
| Labels | Original: affects-server | New: affects-cloud affects-server |
| Labels | New: affects-server |
| Workflow | Original: JSD Bug Workflow v2 [ 1602648 ] | New: JSD Bug Workflow v4 [ 1615320 ] |