SLA condition "Comment: For Customer" doesn't stop running SLA

Summary

SLA timers not stopping if SLA has a condition "Comment: For Customer" when reporter or request participant and commented agent is the same user

Steps to Reproduce

1. Set up an SLA that should stopped when a comment: For Customers is added to a customer ticket
2. Create an issue and add a public comment as the same user

Expected Results

SLA timer should stop when comment is added

Actual Results

SLA timer keeps ticking forever and ever

Workaround

The workaround consists of two elements, an automation rule and the SLA and is as follows:

The Automation Rule

So in this example

• We took the default automation rule Comment updates reply status duplicated this and called it Comment updates reply status for request participants bug.
• Next is the less pretty element of the workaround where we amended the issue match JQL from

   Status = "Waiting for support" AND "Request Type" is not EMPTY 

  to

   Status = "Waiting for support" AND "Request Type" is not EMPTY AND (assignee = agent1 AND "Request participants" in (agent1)) OR (assignee = agent2 AND "Request participants" in (agent2)) 

  or

   Status = "Waiting for support" AND "Request Type" is not EMPTY AND assignee in (agent1, agent2) AND "Request participants" in (agent1, agent2) 

  depending on your requirements.

• • The first option would only cover if the assignee and request participant are the same.
    • This is a little more work to create as you would need repeat this syntax for each of your agents:

      (assignee = agent1 AND "Request participants" in (agent1)) OR (assignee = agent2 AND "Request participants" in (agent2))

• • The second option has the added benefit of stopping the clock if you have another agent working a ticket alongside the assignee who responds to the customer on their behalf, however this does have the drawback of the agent always acting as an agent when a request participant even if that might not be the intention.
    • This is also a little less overhead in terms of JQL writing as this requires only one clause for assignee and one for request participants each containing a list of all your agents:

      assignee in (agent1, agent2) AND "Request participants" in (agent1, agent2)

• The end result of this automation is that the issue will be transitioned to Waiting for customer status when a comment is added by an agent who is a request participant.

Here are two screenshots from my test site of the the Automation rules described above.

Option 1: Only the agent who is assignee stops the clock

Option 2: All agents who are request participants stop the clock

NB: An unexpected side effect of this rule is that if you remove the option User is an agent from the automation rule matching criteria the SLA clock will stop but the issue will not transition.

The SLA

Here we change added a stop condition to the SLA settings:
Entered Status: Waiting for customer
So this means that we are now relient on a status change which will be triggered by the above automation to stop this SLA clock. The end result looks like:

Of course you can add you own goals in here as you see fit.