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Work log

Jamil Rahimov

When service-desk agent wants do log work it duplicates:
Please help me to solve this problem.

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Andy Heinzer

Hi Jamil,

I see that you appear to have duplicate work log entries here. I have not yet seen this problem before, and I can't seem to find any other reports of this. However I'd like to try to learn more about your environment here.

Are the worklogs in this case being entered from the More -> Log work menu? Or are the agents adding their time during an transition screen for example instead? Or is there some other way that work is being logged on these issues?
What version of Jira Service Desk is this?
Are you using any other kind of time tracking plugins with this Jira server site, such as tempo or others?

I tried to recreate this problem in my own Jira Service Desk, but so far I have not been able to. Perhaps if we can learn more about your environment here I can better help guide you to a solution.

Andy

Jamil Rahimov

We have log work transition on customer portal:
Log work transition.PNG

//------------------------------------------------------------------------------------------------

Agents do log work using screen:

Jamil Rahimov

@Andy Heinzer
Service Desk Version:
JIRA Service Desk 3.16.1

Jamil Rahimov

@Andy Heinzer
This problem rarely happens but we want avoid this.
Normally it indicates only one log work but sometime it can be duplicated.

Andy Heinzer

I'm having some difficulties trying to replicate this problem. Could we take a closer look at the workflow being used for this step? I'd be interested to see what steps it might have for the post-functions here.

Also are you using any sort of plugins for Service Desk here? In my setup, the customer portal doesn't quite have all the same options I can see in yours, so I'd be interested to better understand why there is a difference between the available options here.

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