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  1. Jira Service Management Data Center
  2. JSDSERVER-3733

Request Participants not addable, failing with empty error message due to other field validations

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      NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

      Summary

      If the current assignee of a JIRA Service Desk issue does not have Assignable permissions, Customers cannot be added to the Participants field through the Customer Portal.

      Steps to Reproduce

      1. Create a request in a SD
      2. Assign it to a user, use "agent"
      3. Go to user and roles and remove "agent" as a service desk team member
      4. Try to add any user as a request participant

      Expected Results

      • Request participant added.
      • Assignee field should fail on its own and not blow up another field.

      Actual Results

      The error "Failed to update participants field, errors: " occurs and the field is not updated as per the attached screenshot.

      Workaround

      Provide the assignee with the correct permissions. They may need to be unassigned / reassigned the issue for this to work.

      Notes

      This issue should be reproducible by making any other field fail to update while trying to add request participants, the steps above are just the way it was discovered in a support case.
      This issue is also reproducible if the user trying to add the Request Participant doesn't have other permissions, like "Modify Reporter"

        1. Screen Shot 2016-05-04 at 5.13.35 PM.png
          Screen Shot 2016-05-04 at 5.13.35 PM.png
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            [JSDSERVER-3733] Request Participants not addable, failing with empty error message due to other field validations

            Lachlan G (Inactive) added a comment -

            Basically when Sharing a request we are editing the issue with a new value for the request participants field.
            What were were also doing was validating that we could edit all of the other fields on the screen, whether we passed them in or not.
            Change is to only validate fields that we pass in.

            Lachlan G (Inactive) added a comment - Basically when Sharing a request we are editing the issue with a new value for the request participants field. What were were also doing was validating that we could edit all of the other fields on the screen, whether we passed them in or not. Change is to only validate fields that we pass in.

            Rajiv Ranjan added a comment -

            We are on JIRA Service Desk 3.2.8 and received the same error even we are trying to share the request with Jira admins.

            Rajiv Ranjan added a comment - We are on JIRA Service Desk 3.2.8 and received the same error even we are trying to share the request with Jira admins.

            Dawn Peeples added a comment -

            My issue is similar, but it looks like you cannot "Add People" from the Customer portal until someone valid has been assigned the ticket. 

             

            Dawn Peeples added a comment - My issue is similar, but it looks like you cannot "Add People" from the Customer portal until someone valid has been assigned the ticket.   

            Bojana Vasic added a comment - - edited

            Any updates please, have the same issue as attached... customer nor agent can add people via issue screen on the customer portal.

            However, when participant is added to the ticket by the agent apart from the portal it work ok.

            We are on version 3.1.9 and the proposed workaround doesn't work...

            Many thanks!

            Bojana Vasic added a comment - - edited Any updates please, have the same issue as attached... customer nor agent can add people via issue screen on the customer portal. However, when participant is added to the ticket by the agent apart from the portal it work ok. We are on version 3.1.9 and the proposed workaround doesn't work... Many thanks!

            Sherryl Radbil added a comment -

            Hi Yuri,
            Our issue must be different from yours. In our case is it very intermittent, the vast majority of times it works, but once in a while we get the error. But ours is different because we went live with JSD in February 2017 and have not added any new fields, required or optional, to our issue types.

            Sherryl Radbil added a comment - Hi Yuri, Our issue must be different from yours. In our case is it very intermittent, the vast majority of times it works, but once in a while we get the error. But ours is different because we went live with JSD in February 2017 and have not added any new fields, required or optional, to our issue types.

            Yuri Karpovich added a comment -

            It happens because we've added new required fields to Service Deck issue type. It means that all previously created issues don't have values in these fields. So when a user tries to edit Participants field, he gets an error because the issue cannot be saved properly.

            Yuri Karpovich added a comment - It happens because we've added new required fields to Service Deck issue type. It means that all previously created issues don't have values in these fields. So when a user tries to edit Participants field, he gets an error because the issue cannot be saved properly.

            Yuri Karpovich added a comment -

            Same here: the workaround doesn't work (Service Desk 2.3.6)

            Yuri Karpovich added a comment - Same here: the workaround doesn't work (Service Desk 2.3.6)

            Sherryl Radbil added a comment -

            We saw this in JSD 3.4.1 when the ticket was Unassigned, so I don't think it is the exact same problem described here but I want to second Florian's request for a meaningful error message to help debug this.
            FWIW both the client and me as an agent got this error in the portal. In addition we could not delete participants in the portal.
            Our work around was for me to do the changes in the agent view where it worked fine.

            Sherryl Radbil added a comment - We saw this in JSD 3.4.1 when the ticket was Unassigned, so I don't think it is the exact same problem described here but I want to second Florian's request for a meaningful error message to help debug this. FWIW both the client and me as an agent got this error in the portal. In addition we could not delete participants in the portal. Our work around was for me to do the changes in the agent view where it worked fine.

            Arsham Mazaheri added a comment -

            The workaround doesn't work. I am the assignee of the ticket and I have the full/Admin permission on the Service desk, and still the client cannot add a participant to the ticket.

            Arsham Mazaheri added a comment - The workaround doesn't work. I am the assignee of the ticket and I have the full/Admin permission on the Service desk, and still the client cannot add a participant to the ticket.

            Florian Rock added a comment -

            Same Issue here, but not critical.
            but at least an meaningful error message would prevent from hours of deep analyses

            Florian Rock added a comment - Same Issue here, but not critical. but at least an meaningful error message would prevent from hours of deep analyses

              lgoodhewcook Lachlan G (Inactive)
              dcurrie@atlassian.com Dave C
              Affected customers:
              21 This affects my team
              Watchers:
              22 Start watching this issue

                Created:
                Updated:
                Resolved: