The condition "Comment: For Customers" won't trigger the SLA to stop if the agent is a request participant or member of the same organization as the customer

Summary

When an agent is a request participant or a member of the same organization as a customer, this agent will be treated as a customer even if they are the assignee of the ticket, and:

• the SLA won't stop ticking on the condition "Comment: For Customers"
• the Automation rule that transitions the status from "Waiting for support" to "Waiting for Customer" won't be trigger either

Steps to reproduce

• Create a Service Desk project
• Create an agent account (with a JSM license) and a customer account in this project
• Create an organization and add the agent and the customer to this organization / Add the agent to the request participants field
• Make sure that the "Time to first response" SLA is configured to stop on the condition "Comment: For Customers"
• Log into JIRA as the agent, and add a public comment to the ticket

Observed Results

Since the agent is treated as a customer:

• The Time to First Response SLA does not stop
• The issue does not transition from the "Waiting for support" to the "Waiting for Customer" status

Expected Results

The agent should not be treated as a customer, and the following behavior should be observed:

• The Time to First Response SLA stops
• The issue transitions from the "Waiting for support" to the "Waiting for Customer" status

Workarounds

• Remove the agent from the Request participants field or the organization