Invalid Error Notifications
Incident Report for
A customer reported on June 25, 2020 that they had received an issue update from a user that is not an employee.

We investigated the issue and found a defect in the application that caused error messages to be combined across teams in an invalid way.

What happened
- A customer created a comment and transitioned an issue in Jira and the comment contained a special character that cannot be displayed in Slack.
- The special character was detected and replaced with an error message indicating the comment could not be displayed.
- The error was sent to the customer that contained the transition and the error.
- A subsequent customer then added a comment that also contained a special character.
- The system did not properly clear the prior error from cache and combined the updates and sent a message to the second team which indicated a change from an invalid user.
- We located the place in the logic that was not properly clearing the prior messages and resolved the issue.

The hotfix was deployed on June 26, 2020.
Posted Jun 26, 2020 - 09:00 EDT