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  1. Jira Service Management Cloud
  2. JSDCLOUD-1999

Being Able to Update Customer/Agent Without Transitioning to Waiting for Customer/Support

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Problem Definition

      Updating Customer/Agent without transitioning.

      Suggested Solution

      It is good to have an option to just update the Customer without transitioning the ticket status. As statuses of waiting for customer and waiting for support make the assumption that each comment made by customers and agents hands the ticket back to the other party. This is not always the case.

      Workaround

      The new feature on Service Desk Introducing automation in JIRA Service Desk 2.4 and Automating your service desk

      Using JIRA Automation Plugin
      Unfortunately third-party plugins are out of our support scope. To get support for the plug-ins you need to contact the related vendor as they have more experience. You can easily find the details of the plug-in at Atlassian MarketPlace.

            [JSDCLOUD-1999] Being Able to Update Customer/Agent Without Transitioning to Waiting for Customer/Support

            Arjun Ganapathy added a comment -

            Hi Everyone,

            Thank you for previously raising this feature request and bringing it to our attention.

            Within our company roadmap and work capacity, we try to address or review each feature request but admit that not each one will be implemented. To continue the culture of being honest and open, we are closing this ticket to focus on our upcoming roadmap for all Jira Service Management Cloud users.

            Thank you again for providing valuable feedback to our team!

            Best Regards,
            Arjun Ganapathy
            Atlassian Cloud Support

            Arjun Ganapathy added a comment - Hi Everyone, Thank you for previously raising this feature request and bringing it to our attention. Within our company roadmap and work capacity, we try to address or review each feature request but admit that not each one will be implemented. To continue the culture of being honest and open, we are closing this ticket to focus on our upcoming roadmap for all Jira Service Management Cloud users. Thank you again for providing valuable feedback to our team! Best Regards, Arjun Ganapathy Atlassian Cloud Support

            Saleem T added a comment - - edited

            One possible solution would be to create an "Add a comment" transition, that way an agent or a customer can decide whether or not they want to transition an issue or simply add a comment.
            Note - this is a purposed solution, not a workaround for the request.

            Saleem T added a comment - - edited One possible solution would be to create an "Add a comment" transition, that way an agent or a customer can decide whether or not they want to transition an issue or simply add a comment. Note - this is a purposed solution, not a workaround for the request.

              422f530d75ad Arjun Ganapathy
              somidi Sam Omidi (Inactive)
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                Created:
                Updated:
                Resolved: