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Bug
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Resolution: Fixed
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Highest
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3.5.0, 3.10.0, 3.12.0
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37
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Severity 3 - Minor
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128
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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
JSD does not fill out the requestURL variable on outgoing notifications when ticket does not have a request type.
Environment
- JIRA v1000.383.2
- JIRA Service Desk Application v3.3.0-OD-1000.445.0
- JIRA Service Desk Server 3.5.0
Steps to Reproduce
- Create a JSD project
- Create a request via JIRA (not customer portal)
- Add needs approval action in the workflow
- On the request created in Step#2, add approvers
- Fire the needs approval action
- Notification email will be fired
Expected Results
On the email notification, if clicking on the "View Request", user should be redirected to the issue in Service Desk.
Actual Results
On the email notification, if clicking on the "View Request", user is being redirected to the instance only.
Notes
It seems that when the request type is empty, JSD can no longer find the necessary info to fill out the requestURL variable.
Workaround
Add a valid Request Type in the ticket. This can be done manually or using Automation rule as per this KB article.
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- Closed
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- Closed
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[JSDSERVER-4378] JSD does not populate the requestURL variable on outgoing notifications when ticket lacks a request type
This bug also manifests when participants are added to an issue without Customer Request Type being set. The participants receive an email with the "View Request" link pointing to the base URL of the Jira instance, rather than the URL of the request.
Need this fixed asap, we have 75+ Request types on 1 project and the automation workaround would be too much of a burden to setup.
This is very critical for us and would like to see it resolved as soon as possible.
Please consider this bug since customers of us are still facing this problem with new Jira Service Desk versions.
aculver After the fix, JSD will fallback to sending Jira issue link, which will be accessible only by the licensed Users. For JSD features, including notifications, the context of Request does not exist if the Request Type field is not filled. It is recommended to always use the Request Type to utilise all Service Desk features. Perhaps you could consider using the Watchers field for your use case?