-
Bug
-
Resolution: Fixed
-
Low
-
2.5.0, 2.5.6
Steps to reproduce
Create a new Service Desk project
Associate with a JIRA Service Desk Mail handler
Let a customer create a new ticket
Let a agent add a new comment (the default automation setup will transition the issue to "Waiting for customer").
Expect behavior
1) An email highlighting the comment (black text surrounded by the blue box, indicated by my second attachment)
2) An email indicating the status has changed.
Actual behavior
The customer will receive two emails, both about the ticket being transitioned to another status, with the new comment in a Previous activity section. This make the response email to the customer confusing and less useful.
Workaround
Make the Agent use the Comment field in the Respond to Customer screen (while doing the transition Respond to customer) instead of using the comment field in the View Issue screen.
- duplicates
-
-
- Closed
-
- mentioned in
-
![[Extranet] Page](/images/icons/generic_link_16.png "[Extranet] Page")
Page
Failed to load
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|