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Refresh Required to Update Request

A user is unable to update a request or add a comment to a request without refreshing the page afterwards. When an update is added to a request the user clicks "Save" to try adding the comment/update, but then receives the error "We couldn't submit your request. Refresh the page and try again." Once the page is refreshed the update does apply, but this is not ideal. This happens in every web browser, cookies/cache cleared in each one, no add-ins enabled in any of these browsers. image-20210517-193902.png

1 answer

1 vote

Hello @Nick Stanfill,

Welcome to Atlassian Community!

Just for a better understanding of the issue, I would like to know if the error is appearing when a user adds a comment on the agent view or when a customer adds a comment on the customer portal.

I found similar cases and it seems that it happens on the customer portal, so I would like to confirm that.

If that’s the case, can you please check if the affected ticket has a request type? 

If it shows “None”, please, select one and then ask the customer to test again.

Screen Shot 2021-06-24 at 14.21.04.png

When a ticket is created via portal or email, the request type is automatically added, but if an agent/admin moves the ticket to another project or another issue type, this field will be blank which can cause this type of issue.

Kind regards,
Angélica

This is a customer on the customer portal experiencing the issue. It does seem the cases where this is happening the "Request Type" is set to None, I've changed this and am waiting to see if this helps.

Like Angélica Luz likes this

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