Details
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Bug
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Resolution: Answered
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Medium
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Minor
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30
Description
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? 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.
Workaround
Have the following 2 conditions:
- User is a customer
- User is not in role Service Desk Team (And the user should have Team members added in Service Desk Team role so the rule gets triggered only for customers)
Attachments
Issue Links
- is cloned from
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JSDSERVER-3781 Automation condition 'User is a customer' triggers for agents
- Closed
- relates to
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JSDCLOUD-3781 Automation condition 'User is a customer' triggers for agents
- Closed
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JSDSERVER-5697 Allow JIRA Service Desk Admins to Decide When Agents should be Treated as Customers
- Gathering Interest
- mentioned in
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