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  1. Jira Service Management Data Center
  2. JSDSERVER-6716

Show a helpful error message and allow customer to copy their un-submitted comment when session expires

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      Issue Summary

      When Customer login session expires, Comments they have entered but not submitted is lost.

      Steps to Reproduce

      1. Login to JSD as a customer.
      2. Go to an existing ticket.
      3. Enter text in a new comment but do not submit it.
      4. Go do something else for a while until your session times out.
      5. Try to submit the new comment.

      Expected Results

      • JSD should tell me my session is expired and suggest that I save my work, then give me a chance to copy my text elsewhere.

      Actual Results

      • A red error message briefly appears on screen then the page is reloaded.
      • My comment in progress is lost.

      Workaround

      None. Customers are likely to learn to mistrust the UI, expending extra effort to copy/save their work before submitting. Or they will compose replies elsewhere such as email or a text file.

          Form Name

            [JSDSERVER-6716] Show a helpful error message and allow customer to copy their un-submitted comment when session expires

            Morgan Knicely (Inactive) added a comment -

            Folks,

            I can understand the irritation of seeing a problem affecting you being reclassified as a Suggestion. Please bear with us! The product dev teams need to know which things aren't working the way they meant them to vs things that we want to be different.

            Don't worry though, changing this to a Suggestion does not remove it from consideration for future work. This community post is aging a bit, but it outlines how Atlassian dev teams use your feedback to help target the right things to work on.

            Cheers,
            Morgan
            Customer Support Solutions Engineer

            Morgan Knicely (Inactive) added a comment - Folks, I can understand the irritation of seeing a problem affecting you being reclassified as a Suggestion. Please bear with us! The product dev teams need to know which things aren't working the way they meant them to vs things that we want to be different. Don't worry though, changing this to a Suggestion does not remove it from consideration for future work. This community post is aging a bit, but it outlines how Atlassian dev teams use your feedback to help target the right things to work on. Cheers, Morgan Customer Support Solutions Engineer

            Kosh Sarkar added a comment -

            Agreed, this should definitely be a bug. It's not a 'nice to have', rather a 'must have'. I have had this happen a couple times where I've written out a really long message, then stepped away to check something, had a couple hours pass by, come back and lose everything I typed.

            Kosh Sarkar added a comment - Agreed, this should definitely be a bug. It's not a 'nice to have', rather a 'must have'. I have had this happen a couple times where I've written out a really long message, then stepped away to check something, had a couple hours pass by, come back and lose everything I typed.

            Murakami added a comment -

            Why it was changed from bug to suggestion?

            There is data loss at the browser.

            Murakami added a comment - Why it was changed from bug to suggestion? There is data loss at the browser.

              Unassigned Unassigned
              mknicely Morgan Knicely (Inactive)
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                Created:
                Updated: