When replying to customer in transition screen, this comment does not get added to the issue

[Valerie Vliegen]

Has anyone have this happen before?

In the transition screen from eg. In Progress to Waiting for Customer, you add a 'reply to customer' and click 'Update'. But your comment does not get added.

We had it happen 3 times now but I cannot replicate it. It seems to be like a random thing. 

What would be the reason for this?

[David Friedrich · Accepted solution]

Hi @Valerie Vliegen ,

this is hard to tell from the outside. If you can not replicate this, does that mean it usually works and then for no obvious reason suddenly the comment is not getting added? But the status does change as expected every time?

If you are using a paid version of Jira (Standard Plan or higher), I'd advice to open up a support ticket with Atlassian: https://support.atlassian.com/

They will probably ask you to provide them with a HAR file. You could also analyze the issue with a HAR file yourself before creating a support ticket. This is tricky as you do not know yet how to reliably replicate the error. However this is how to do it:

1. Open Google Chrome (or Edge).
2. Go to the Jira issue and prepare to perform the transition (e.g., In Progress → Waiting for Customer).
3. Press F12 or right-click anywhere on the page and choose Inspect to open Developer Tools.
4. Click the Network tab.
5. Check the box for Preserve log (this ensures nothing gets cleared when the page refreshes or navigates).
6. Now perform the action: add a "Reply to customer" and click Update.
7. After the transition completes, right-click inside the Network tab and select Save all as HAR with content.
8. Save the .har file and share it securely with your Jira admin or Atlassian support.

Once you have the HAR file:

1. Open it in a tool like Chrome DevTools or a HAR viewer (e.g., https://toolbox.googleapps.com/apps/har_analyzer/).
2. Look for the transition request (usually a POST to a Jira REST endpoint).
3. Check the Request Payload to see if the comment field (or customer reply) was actually submitted.
4. If it's missing, it could point to a client-side issue.

If it's there but doesn’t appear in the issue, the problem may be on the backend or workflow config. But then it should always fail and not randomly.

Hope that helps!

[Valerie Vliegen]

Thank you!