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  1. Jira Service Management Data Center
  2. JSDSERVER-4968

Duplicated comment in customer notification when commenting on assignment

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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

      1. Create a Service Desk Issue via the portal
      2. Ensure reporter is a customer
      3. Using a service desk agent, assign issue to a service desk agent using assign button
      4. Add a customer facing comment when performing the assignment
      5. 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.

        1. image-2017-04-21-17-42-10-045.png
          image-2017-04-21-17-42-10-045.png
          24 kB

          Form Name

            [JSDSERVER-4968] Duplicated comment in customer notification when commenting on assignment

            Deepak R made changes -
            Remote Link Original: This issue links to "JSDS-481 (JIRA Server (Bulldog))" [ 279122 ] New: This issue links to "JSMDC-481 (JIRA Server (Bulldog))" [ 279122 ]
            Michael Silverman made changes -
            Remote Link New: This issue links to "ACE-2975 (Atlassian Support System)" [ 734166 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304746 ] New: JAC Bug Workflow v3 [ 3126506 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Owen made changes -
            Symptom Severity Original: Minor [ 14432 ] New: Severity 3 - Minor [ 15832 ]
            Matthew McMahon (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-5764 [ JSDCLOUD-5764 ]
            Lachlan G (Inactive) made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Awaiting Release [ 11372 ] New: Done [ 10044 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058687 ] New: JSD Bug Workflow v5 - TEMP [ 2304746 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056740 ] New: JSD Bug Workflow v5 [ 2058687 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955980 ] New: JSD Bug Workflow v5 - TEMP [ 2056740 ]
            Matthew McMahon (Inactive) made changes -
            Fix Version/s New: 3.6.0 [ 70600 ]

              mmcmahon Matthew McMahon (Inactive)
              dmcmorris@atlassian.com Douglas McMorris (Inactive)
              Affected customers:
              4 This affects my team
              Watchers:
              8 Start watching this issue

                Created:
                Updated:
                Resolved: