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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
This has become a lot less important with the new Automation settings. We actually do like to send comments with expectations, alerts, etc with not wanting to change the status automatically.
I have trained my staff that if its a comment that also needs the status change to Waiting for Customer, then use the workflow transition. We still have the Automation for transitioning back from Waiting for Customer when the customer comments. I would rather have more focus on fixing the replies from Outlook.
This change kind of defeats the purpose in the awesome new automation changes, as I now have to try and enforce my agents to use the workflow buttons or risk the wrath of my userbase getting email spammed.
Would really love a less user-error prone workaround if one exists, or better yet a fix to this issue. I'm tempted to completely disable my automation workflow transitions until this is done.
The agent also receives two notifications when the customer responds either via email or website. Example: One Updated email and One Commented Email.
This is typical JIRA behavior although not user-friendly. In service desk, each customer facing change results in an email. Commenting and Transition as separate actions of COURSE adds two events.
I'm more personally interested in a resolution to JRA-1369 myself.
Is the fix for this ever going to be back ported to 2.5.x ?