Comment edits making the comment internal regardless of what button is pressed

[Gaute Rauboti]

Whenever I edit a customer's response (I do this every now and then to remove email signatures and extra linebreaks, so our requests require less scrolling to get through for our agents) the comment is automatically set as Internal, regardless of whether I'm using the Comment Internally or Share with customer button. This started becoming a problem after moving our server installation to docker, and in a new production environment. We also upgraded from 4.5.x to 4.8.1 shortly after performing the move, and none of us thought this to become a problem, so I can't say for sure if this happened as a result of the upgrade, the move or both.

Have anyone stumbled upon similar issues, or have any ideas of where to look? I can't seem to find any place where the reason for this behaviour would be explained.

[Dave Chevell · Accepted solution]

Hi @Gaute Rauboti

This isn't related to your migration to Docker (awesome to hear by the way!), but to the upgrade. We identified the regression that you described and filed it here: https://jira.atlassian.com/browse/JSDSERVER-6773

It's due to be fixed in 4.9.0, and will be backported to 4.5.5 (4.5 being our Enterprise Release equivalent to Jira 8.5). I can't offer you a guaranteed release date for this, however based on typical release patterns I'd expect it to be out in the next few weeks.

I hope that helps Gaute, let me know if you have any other questions!

Cheers

Dave

[Gaute Rauboti]

Thank you for your swift reply.

I'll follow JSDSERVER-6773 then, and hope for it to be released shortly. Luckily, this issue only affects around 1/4th of our requests, since most are still using email (and thus we won't be spending too much time with the suggested workaround). But we're planning to ramp up a bit, to get more use out of the service portal (within the coming 1-2 months I'm guessing, work is ongoing), so I'd love for this problem to disappear.

As a quick note as well, we're very satisfied with the Docker image and how well it performed compared to the standard server installation, especially the updating process going to 4.8.1. So feel free to keep those images coming :)

Thanks again!

[Dave Chevell]

That's great to hear! And thanks so much for the Docker feedback - believe it or not, I'm actually one of the primary contributors to our Docker images and am a bit of a nerd for it. If you run into any issues please raise the flag here and I'll find it! 

Have a happy Friday and great weekend Gaute!

Dave