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  1. Jira Service Management Data Center
  2. JSDSERVER-6833

customer comment remain internal if edited by an agent from the internal portal and then shared again to the customer

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    • Icon: Bug Bug
    • Resolution: Duplicate
    • Icon: High High
    • None
    • 4.8.1
    • Customer Portal

      Issue Summary

      customer comment remain internal if edited by an agent from the internal portal and then shared again to the customer.

      The bug is reproducible in both JSD 4.6.1 and 4.8.1

      Steps to Reproduce

      1. While logged with an agent user, browse an issue from the internal portal edit a comment added by the customer on the customer portal
      2. Clic on Share with customer button
      3. Observe that the comment remain Internal and it is not visible on the Customer portal anymore:

      Expected Results

      the comment should be again shared with the customer

      Actual Results

      the comment is instead internal like when we clic on Add to issue only

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available

        1. Screenshot 2020-04-30 at 12.44.18.png
          Screenshot 2020-04-30 at 12.44.18.png
          38 kB

            [JSDSERVER-6833] customer comment remain internal if edited by an agent from the internal portal and then shared again to the customer

            Lenard Bernardo (Inactive) made changes -
            Resolution New: Duplicate [ 3 ]
            Status Original: Needs Triage [ 10030 ] New: Closed [ 6 ]
            Lenard Bernardo (Inactive) made changes -
            Link New: This issue duplicates JSDSERVER-6773 [ JSDSERVER-6773 ]
            Bugfix Automation Bot made changes -
            Support reference count New: 1
            Julien Rey made changes -
            Labels New: warranty
            Julien Rey made changes -
            Priority Original: Low [ 4 ] New: High [ 2 ]
            Tiziana Marchionni created issue -

              Unassigned Unassigned
              tmarchionni@atlassian.com Tiziana Marchionni
              Affected customers:
              0 This affects my team
              Watchers:
              6 Start watching this issue

                Created:
                Updated:
                Resolved: