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  1. Jira Service Management Server and Data Center
  2. JSDSERVER-7187

Setting Issue Resolution Twice is preventing 'Request Resolved' notification in JSD

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Details

    • Bug
    • Status: Gathering Impact (View Workflow)
    • Low
    • Resolution: Unresolved
    • 4.13.2, 4.13.4
    • None
    • Customer Notification

    Description

      Issue Summary

      No Request Resolved notification is sent to customers, if the transition in the SD project has:

      1. A screen associated with the Resolution field AND
      2. A post-function setting the field.

      Steps to Reproduce

      1. Create an SD project
      2. Create a transition that resolves the issue
      3. Create a post-function to set the 'Resolution' to some value, such as:
      4. Associate a screen with the 'Resolution' field included. (set to Done by default)
      5. Create and Resolve the issue.

      Expected Results

      Customer will receive notification for Request Resolved

      Actual Results

      Notification for Request Resolved is not sent to the customer. Customer still receive the notification for Customer-visible status changed.

      This happens only if the Resolution is the same as the default (in this case Done) set in post-function. If the Resolution in the screen is set to non-default (for example, Won't Do), the Request Resolved notification will be send to the customer. Another observation is that in this case, there will be no issue history that set the Resolution.

      Workaround

      1. Remove the post function that sets the resolution
      2. OR un-link the screen from the transition

      Attachments

        1. screenres.png
          screenres.png
          228 kB
        2. workflowtransition.png
          workflowtransition.png
          271 kB

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              Unassigned Unassigned
              dazmi Dayana
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              Dates

                Created:
                Updated:

                Backbone Issue Sync