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  1. Jira Service Management Data Center
  2. JSDSERVER-2065

Duplicate notification when agent responds to customer

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      Summary

      Whenever an agent responds to a customer using the comment for instead of the workflow buttons at the top of the issue, Service Desk is sending 2 notifications.

      Steps to Reproduce

      1. Create a Service Desk request
      2. Respond to customer using the comment form instead of the workflow buttons.

      Expected Results

      Service Desk notifies customer of the Agent response.

      Actual Results

      Service Desk notifies customer twice, once as "Waiting for Support" and the second time as "Requester action needed".

      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.

            [JSDSERVER-2065] Duplicate notification when agent responds to customer

              Unassigned Unassigned
              malmeida Marcus Silveira
              Affected customers:
              1 This affects my team
              Watchers:
              3 Start watching this issue

                Created:
                Updated:
                Resolved: