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Bug
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Resolution: Fixed
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Low
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3.3.1
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Severity 3 - Minor
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Summary
When commenting on an issue while assigning it to a user, the customer notification sent will contain the comment twice.
Environment
- Service Desk 3.3.1
- SMTP email configured
- Reporter is a customer
- User assigned is a service desk agent
- Request type is set
Steps to Reproduce
- Create a Service Desk Issue via the portal
- Ensure reporter is a customer
- Using a service desk agent, assign issue to a service desk agent using assign button
- Add a customer facing comment when performing the assignment
- Check email account associated with the customer account for the notification
Expected Results
Customer notification should contain the comment only once, like any other customer facing comment:
Service Desk Agent commented:
Assigning this issue to an agent to investigate.
Actual Results
Customer notification contains the comment twice:
Service Desk Agent commented:
Assigning this issue to an agent to investigate.
Service Desk Agent commented:
Assigning this issue to an agent to investigate.
Workaround
Comment after doing the assignment so a normal customer notification is sent.
- relates to
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- Closed
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![[Atlassian Support System]](/images/icons/generic_link_16.png "[Atlassian Support System]")
ACE-2975
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- was cloned as
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- Closed
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JSMDC-481 You do not have permission to view this issue
[JSDSERVER-4968] Duplicated comment in customer notification when commenting on assignment
I added a comment to the Cloud issue.
It seems this is a cloud specific problem, based on my code analysis. I have pointed out what I consider the issue, so someone should be able to take a look.
Regards
Matt
I just received a note from the Cloud Team that this is a widespread bug, requiring a code change to Atlassian Cloud, priority for this bug is at High. Bug tracking case is here:
JSDCLOUD-5764 - The customer notification for Jira Service Desk newly created projects for comment on transition is coming doubled (Public Comment notification)
Hi Matthew,
I have 1 project in JSD that has 3 issues tied to it (A, B, C), and each issue has a different workflow that is set up through Jira but tied to JSD (workflow A, workflow B, workflow C). The duplicate comment is tied to the last step of workflow A during the transition to the last status.
No, I don't have two different service desk customer notifications set up. For SD customer notifications, I have "public commented added" and "public comment edited" turned on so that a notification is sent to customers when either of those happen at any point in the workflow.
My workflow for the Service Desk is built in Jira, and the problematic transition has a Screen associated with it before transitioning to the final status. The screen requires a confirmation #, and for the User to put a Comment to the Customer that the issue has been resolved, along with instructions on how to keep the issue open if they are not satisfied. The comment that is put in this screen, is the comment that is duplicated in the email notification to the customer.
The customer receiving the notification is Not a Jira user.
I am not using any other plugins.
Hi aj2730
Are they both Service Desk Customer Notifications, or is one of the emails a JIRA notification (assuming customer is also a JIRA user) or from another plugin?
Matt
Hi Matthew, when I see the duplicated comment in the customer notification, it is not tied to an Automation rule (IF rule).
When a user transitions the issue to the final status, I have a screen built in so that the User must attach a file, and send a message to the Customer that the issue is considered resolved unless they respond. This is on the Jira workflow side.
Also, in this project's Customer Notifications, on the Service desk side, I have it so customers get an email when there is a comment made in the workflow.
I need both sides of this equation (customers need to receive attachment and final notice; not all transitions have this type of screen so I want customers to be notified if a comment is added elsewhere in the workflow), but think something between these two is creating the duplicate comment.
Ah! I think I understand. Both Server and Cloud now have a new IF condition that you might want to add to some rules.
The condition checks that the comment is the primary action.
So for example on a Comment Created WHEN condition if the condition is not the primary action then do nothing as it is part of an issue edit (status, resolution, etc)
That should help
I am in JSD Cloud version and I have the same issue with the duplicate comment in a single Customer notification.
I have several Comment Field validators set up in some of my workflows, requiring the User to put in a comment in the Comment Screen popup before transitioning to the next status. I also have the customer notification set to notify the customer whenever there is a public comment. I don't want to turn off either of these, is there a fix?
What version of JSD are you using?
Can you explain the steps to reproduce the problem if on a version of JSD that is greater than or equal to 3.6.0
This problem also occurs when using the "Edit" action button in the issue UI. Maybe this issues summary/description should be updated?
- press "edit" button
- add comment via comment field
- submit
- customer sees 2 comments instead of just 1
Looking at the problem in more detail, it would appear that JIRA Service Desk is actually firing two ServiceDeskCommentEvent events instead of just one! This makes life a lot more painful for add-on developers like myself who are trying to react to these JSD Events. **
Hi. I would like to ask if there is way to at least fix the extra spacing between lines when issues are created from Outlook ? The description field seems to add extra white space?