Summary

Automation condition 'User is a customer' also triggers for agent users.

Steps to Replicate

1. Create a service desk automation that has 'User is a customer' IF condition.
2. Create a ticket and make sure the assignee and reporter is the an agent (your account).
3. 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)