Issue Summary

The Request Resolved customer notification is not sent to the customer if the "Customer facing" status doest not change during the transition that resolves the request

Steps to replicate

1. Create a new JSD project
2. Edit any Request Type configuration in Project Settings > Request Types (for example "IT Help")
3. Open the tab Workflow Statuses
4. For each status configure the "Status name to show customer" to match "Workflow status in Jira", except for "In Progress": for this status only, set the customer facing status to "Resolved".
   • With such configuration 2 customer facing statuses ("In Progress" and "Resolved") are configured with the same status "Resolved":
     
5. Raise a new Request from the customer portal, using the Request Type configured in the previous step
6. Open this request from the Jira UI (Agent view), and transition the status to "In Progress"
7. View this request from the customer portal and note that the customer facing status shows as "Resolved", as expected
8. Verify that the customer receives a Customer-visible status changed notification saying that the status was changed to "Resolved", as expected
9. Go back to the agent view, and transition the ticket from "In progress" to "resolved"
   
10. View this request from the customer portal and note that the customer facing status is still "Resolved" (no change), but the Resolution field is now set:
    
11. Now, check if the customer received any customer notification

Expected

• The customer should not receive the Customer-visible status changed notification, since the customer facing status has not changed.
• However, the customer should receive the Request Resolved notification, since the resolution field was set during the transition

Actual Results

The customer did not receive any notification.

Running the following SQL query is the proof that Service Desk did not sent the Notification of type Resolved

SELECT * FROM "AO_4E8AE6_NOTIF_BATCH_QUEUE" sd
join jiraissue ji on ji.id=sd."ISSUE_ID"
join project pr on ji.project=pr.id
join app_user app on app.id=sd."RECIPIENT_ID"	
where pr.pkey = 'ABC' and ji.issuenum = 123;

Workaround

Make sure that the customer facing statuses change during the transition going from "In progress" to "Resolved"