• Community
  • Products
  • Jira Service Desk
  • Questions
  • service desk notification mails have different status and mail content saying "Your request status changed to" when we transition tickets continuously from one state to other state

service desk notification mails have different status and mail content saying "Your request status changed to" when we transition tickets continuously from one state to other state

Hi ., 

we have states like On the Deck ==> IN DEV ==> IN UAT ==> RELEASE.,  when transition tickets immediately from one state to other., mail content looks in consistent. here is how it looks.

on changing to ==> On the Deck, i got the following mail , which is correct.mail1.png

After above state, I immediately changed statuses from on the deck ==> In Dev ==> In UAT ==> Release.

Here is how I get mails. Which are inconsistent.

   image2015-5-21 0:21:5.png

is am missing anything here ? 

-thanks 

2 answers

0 votes
Andy Jean Atlassian Team May 27, 2015

Hi Gangadhar,

Is this still the case when you wait for the previous email to get to you or does it happen consistently, even when the emails are spaced out? I believe the issue is that the email is retrieving the 'current' status right before sending the email. Since the email is not fired immediately (has to get triggered), if you immediately change the status 3 times then the email will retrieve the 'current' status as those get changed immediately.

 

Please advise.

Andy Jean | Cloud Support

HI Jean,

No, if i give some time in between for changing status, mails are coming good.

Yes.,  mail is retrieving current status.

But in all the cases mail message needs be consistent right ?

Or is it a correct behaviour ?

thanks 

 

 

 

 

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Friday in Jira Service Desk

Looking for anyone who has switched from Zendesk to Jira Service Desk

Hi Community! The Jira Service Desk marketing team is looking for customers who have successfully switched from Zendesk to Jira Service Desk!   We’d love to hear your thoughts on the pros and ...

117 views 7 3
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you