Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-4378

JSD does not populate the requestURL variable on outgoing notifications when ticket lacks a request type

XMLWordPrintable

      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

      1. Create a JSD project
      2. Create a request via JIRA (not customer portal)
      3. Add needs approval action in the workflow
      4. On the request created in Step#2, add approvers
      5. Fire the needs approval action
      6. 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.

            [JSDSERVER-4378] JSD does not populate the requestURL variable on outgoing notifications when ticket lacks a request type

            Pietro Lemes made changes -
            Remote Link Original: This issue links to "Page (Atlassian Documentation)" [ 302771 ]
            Thiago Masutti made changes -
            Remote Link Original: This issue links to "JSDS-3541 (Bulldog)" [ 411409 ] New: This issue links to "JSMDC-3541 (JIRA Server (Bulldog))" [ 411409 ]
            Lisa Kaufman (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 496638 ]
            Sven Laanela (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 492353 ]
            Michael Andreacchio made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 491469 ]
            Sven Laanela (Inactive) made changes -
            Remote Link Original: This issue links to "Page (Confluence)" [ 484588 ]
            Sven Laanela (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 484588 ]
            Bartosz Ornatowski made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 476265 ]

            Bartosz Ornatowski added a comment -

            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?

            Bartosz Ornatowski added a comment - 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?

            Andrew Culver added a comment -

            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.

            Andrew Culver added a comment - 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.

              bornatowski Bartosz Ornatowski
              ediel Elisa [Atlassian]
              Affected customers:
              51 This affects my team
              Watchers:
              54 Start watching this issue

                Created:
                Updated:
                Resolved: