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  1. Jira Service Management Data Center
  2. JSDSERVER-5697

Allow JIRA Service Desk Admins to Decide When Agents should be Treated as Customers

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Details

    • Suggestion
    • Resolution: Unresolved
    • None
    • None
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    • 10
    • 8
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

    Description

      Summary

      Currently, if an SD Agent plays one of the following roles in an SD ticket:

      1. Reporter - confirmed
      2. Request Participant - confirmed 
      3. Approver - fixed in JSD 4.7.0
      4. Customer Organization member - fixed in JSD 4.7.0  

      THEN he/she is treated as a Customer, not an Agent.

      This doesn't affect the Agent's permissions and abilities to work on the ticket, however causes a few SD specific features not to work as expected by the SD Admins, including SLAs and Automations. For example:

      1. SLA - Comment: For Customers doesn't work when the Agent adds a comment for the customers, because he/she's treated as a customer him/herself (which means the comment is deemed By Customers instead).
      2. Automation - If: User is not a customer doesn't work in a similar way because the Agent is treated as a customer.

      Known Issues

      • When agent comment at issue created by himself , SLA didn't stop as per configured in "Time to Resolution"
      • Automation does not trigger when agent is listed in Request Participant
      • SLA does not pauses when commenting on the issue as participant
      • The condition "Comment:For Customers" in an SLA configuration is not verified when an agent is part of the same organization as the customer
      • The Agent is not considered as a Customer even if he is part of the Organisation. This makes the Automation condition 'User is a Customer' to fail and thus by not executing it.

      Suggestion

      Allow JIRA Admins to decide when an agent should be treated as a customer. This should be configurable at the following levels:

      • System Level - applicable to all projects and issue types
      • Project & Issue Type Level - applicable to specific issue types in specific projects
      • User Preference Level - allow individual users to decide themselves

      Attachments

        Issue Links

          is related to

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-5797 Agents treated as a customer when they belongs to organizations

          • High - High priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. AUTO-677 Automation condition 'User is a customer' triggers for agents

          • Medium - Medium priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-3781 Automation condition 'User is a customer' triggers for agents

          • Medium - Medium priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-4207 Approvers should not be always treated as customers

          • Medium - Medium priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-5680 The condition "Comment:For Customers" in an SLA configuration is not verified when an agent is part of the same organization as the customer

          • Low - Low priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-6701 The SLA condition "Comment:For Customers" does not trigger if Reporter is a Customer that does not have direct 'Browse Project' permission

          • Low - Low priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-6269 Inconsistency with how Jira notifications are sent to users treated as Customers when they are mentioned in a ticket

          • Medium - Medium priority issues
          • Short Term Backlog

          Suggestion - JSDSERVER-2115 If a participant is a JIRA User send them a JIRA notification instead of a SD notification

          • Closed

          Suggestion - JSDSERVER-3410 Send notifications to Service Desk Agents for updates on issues where they are also a request participant, reporter or member of the organization

          • Closed

          Suggestion - JSDSERVER-5238 No Notifications when Assignee = Reporter

          • Closed

          Suggestion - JSDSERVER-5307 When adding staff agent as a customer this seemed to override any notifications I get as a staff member

          • Closed

          Suggestion - JSDSERVER-5602 Send Agents notifications regardless of whether they are part of an organization

          • Closed

          Suggestion - JSDSERVER-3460 Prevention or Warning message when Agent tries to add Internal Users as Request Participants

          • Gathering Interest

          Suggestion - JSDSERVER-3506 Provide automation conditions to allow removal of Request Participants

          • Gathering Interest

          Suggestion - JSDSERVER-5123 As a Service Desk Admin I would like to be able to restrict Customers from adding Agents to Requests as Participants

          • Gathering Interest
          mentioned in

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          Activity

            People

              Unassigned Unassigned
              vdung Andy Nguyen (Inactive)
              Votes:
              48 Vote for this issue
              Watchers:
              32 Start watching this issue

              Dates

                Created:
                Updated:

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