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Bug
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Resolution: Low Engagement
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Low
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None
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4.3.1, 4.4.2
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1
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Severity 3 - Minor
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0
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Summary
Creating a Service Desk request using the Raise this request on behalf of parameter causes the user who creates the request to be added as a watcher.
Steps to Reproduce
- Log into Service Desk as a user that is a Service Desk Agent
- Create a request using Raise a request from the project settings sidebar.
Expected Results
The request is created for the customer with no watchers added to the issue.
Actual Results
The request is created but adds the user who created the request on behalf of the user.
Notes
This behavior was tested on Service Desk 3.10.1 and 4.4.2. This behavior does not occur on 3.10.1 but does occur on 4.4.2. The issue can also be reproduced via the API creating a request to Base-URL/rest/servicedeskapi/request/ using a body like so:
{
"serviceDeskId": "1",
"requestTypeId": "1",
"requestFieldValues": {
"summary": "test ticket summary",
"description": "test ticket creation"
},
"raiseOnBehalfOf": "jeremy"
}
Creating an issue using the Raise a request button inside of the Service Desk project also exhibits the same behavior on 4.4.2 but not on 3.10.1.
Workaround
Have the customer create their request via the portal.
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Hi,
At Atlassian, our goal is to ensure we’re providing the best experience for our customers. With our new Data Center strategy, Atlassian's focus is on security, compliance, and performance and is a key driver in prioritizing bugs. Closing the bugs that do not fall into those categories will allow us to focus on the ones in the most current versions of our products.
This bug is being closed due to a lack of engagement in the last four years, including no new watchers, votes, or comments; this inactivity suggests a low impact.
We appreciate your time in submitting bugs to our product team and encourage you to continue doing so. Many features and functions in our products come from valued customers such as yourself. You can read more about our bug fix policy here and how we prioritize bugs.
To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and dashboards containing recently resolved issues, current work, and future plans.
Kind regards,
Jira Service Management Data Center