We noticed a strange thing with the Service Desk email function that we could not solve yet.
There is a custom field that calculates its value each time an Issue event happening.
When calculating and updating the field, we use “issueManager.updateIssue(applicationUser, issue, EventDispatchOption.DO_NOT_DISPATCH, false)” to prevent sending multiple emails and infinite loops.
Maybe this is the root cause… ?
It’s works as expected. However there is only one exception:
- when the plugin is installed and the custom field is used in SD projects and screens,
- and the workflow has an approval process configured,
- and the customer create a ticket with an approver defined, the approver did not recieve any email when it should be.
Have you ever met a similar problem? Can someone help us to fix this?