Details
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Bug
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Resolution: Not a bug
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Low
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6
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Severity 3 - Minor
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Description
NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding bug report.
Summary
Automation condition 'User is a customer' also triggers for agent users.
Steps to Replicate
- Create a service desk automation that has 'User is a customer' IF condition.
- Create a ticket and make sure the assignee and reporter is the an agent (your account).
- Trigger the automation created on first step.
Expected Results
Automation is not triggered as expected because agents should not be able to trigger customer specific automation. There is a separate IF condition 'User is an agent' for agents.
Current Results
Automation is triggered.
Note: This is expected behaviour. Please see the steps below to choose the condition for the required use case
There are 2 conditions available. Please decide what to use for your use case
- User is a customer
- User is not in role - Service Desk Team
If the requirement is to check for customers that are not agents (which is the requirement for this ticket), you can add another condition User is not in role - Service Desk Team, to filter out any agents.
By default this condition is not included because agents might also be customers (when dealing with multiple SD projects and resolving teams).
Attachments
Issue Links
- is related to
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- Closed
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- Closed
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