we've update to JIRA Service Desk 3.2 with JIRA Core 7.2. After updating the following behaviour appeared:
We've a configured automation transition the status from "Waiting for Customer" to "Response from Customer" as soon as the CU is adding a comment in the Service Desk portal. (This was working fine with Service Desk 3.1.9). Now this has changed. As soon as our Agent is adding the question as a comment in transfering the Issue from in Progress to Waiting for Customer, this comment seems to trigger the automation already. As a result the issue is directly transitioned to the status "Response from Customer".
There are different workarounds (like adding conditions to the transition in the workflow to restrict this to certain groups or add a condition to the automation to filter for "not an agent". Unfortunately if we apply one of these workaround feedback from customers via email are not longer processed correctly. Seems the reason is the email handler is running as administrator.
What we wonder is - is this a bug in this update as it was working before?
Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...
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!
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