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Type:
Suggestion
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Resolution: Unresolved
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Component/s: None
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16
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12
NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Use case is that, a customer sends an email with an agent CC'd on the message.
What happens now
- Agent gets added as a Request Participant, meaning they take on the customer role for ticket
What should happen
- Agent remains in agent role
How can this be done
- Automation is a good way to do this, but will require conditions to detect WHEN a Request Participant is added, and THEN allow participant to be removed from issue
The final result, might be something like:
- WHEN request participant added
- IF User is an agent
- THEN remove user from participants
- duplicates
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- Closed
- is related to
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- Closed
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- Gathering Interest