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  1. Jira Service Management Data Center
  2. JSDSERVER-4868

Email address becomes case sensitive when sharing ticket with other customer since JSD 3.3.0

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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

      In a Service Desk project, when Who can customers share requests with? is set to Any customer, by typing an email address, customer need to type the email address with exactly the same case as stored in JIRA in order to share with that customer.

      Environment

      • JSD 3.3.x

      Steps to Reproduce

      1. Create a Service Desk project
      2. Create two SD customer : customerA and customerB with email address "tEStAccount@localhost.com"
      3. Make sure the Customer permissions has been set as following:
      4. Login to customer portal with customerA and raise a new ticket.
      5. Try to share the ticket with customerB by entering the email address (in lower case) "testaccount@localhost.com"

      Expected Results

      customerB is added as request participant of the ticket

      Actual Results

      The below error is shown :

      Note: The error may quickly disappear due to JSDSERVER-5516

      Notes

      • If customerA enters the email address with the exact case, then customerB can be added as request participant without any problem.
      • This issue cannot be reproduced in a JSD 3.2 instance.

      Workaround

      Set Who can customers share requests with? to Any customer or organization, by searching in this project so that when user types email address JSD will auto-complete the input.

        1. 2017-02-28_customer-permissions.png
          2017-02-28_customer-permissions.png
          53 kB
        2. 2017-02-28_share-error.png
          2017-02-28_share-error.png
          34 kB

            [JSDSERVER-4868] Email address becomes case sensitive when sharing ticket with other customer since JSD 3.3.0

            No work has yet been logged on this issue.

              dvashist Divyanshi
              cmao Chen Mao (Inactive)
              Affected customers:
              12 This affects my team
              Watchers:
              17 Start watching this issue

                Created:
                Updated:
                Resolved: