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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
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-4968] Duplicated comment in customer notification when commenting on assignment
| Remote Link | Original: This issue links to "JSDS-481 (JIRA Server (Bulldog))" [ 279122 ] | New: This issue links to "JSMDC-481 (JIRA Server (Bulldog))" [ 279122 ] |
| Remote Link | New: This issue links to "ACE-2975 (Atlassian Support System)" [ 734166 ] |
| Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2304746 ] | New: JAC Bug Workflow v3 [ 3126506 ] |
| Status | Original: Done [ 10044 ] | New: Closed [ 6 ] |
| Symptom Severity | Original: Minor [ 14432 ] | New: Severity 3 - Minor [ 15832 ] |
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
| Link |
New:
This issue relates to |
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. 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?