Details
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Bug
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Resolution: Fixed
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Low
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None
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3
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Severity 3 - Minor
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Description
Issue Summary
With the new SLA system when an agent leave a public comment the comment is considered as Comment: For Customer, however, if the agent becomes a customer issue-level ( such as being request participant, member of an Organization the ticket is shared with, or an approver ) the comment will become Comment: By Customer. This is making the SLA to be recalculated and go to ongoing state, even if the SLA cycle was finished.
Steps to Reproduce
- Have an SLA with the STOP condition as Comment: For Customers ( I used Time to first response SLA that had a START condition of Issue Created )
- Create an issue that will trigger this SLA
- Add a public comment as an agent
- Add the agent as a customer issue-level ( such as being request participant, member of an Organization the ticket is shared with, or an approver )
- Refresh the page
Expected Results
The SLA will remain closed with the information of a single cycle related to the public comment of when the user was an agent.
Actual Results
The SLA goes to an ongoing state and another cycle is initiated. If another agent then leaves a public comment then there'll be 2 cycles for the SLA, even if the START event was Issue Created. It's possible to have multiple cycles for this SLA simply by adding the agents who made the public comment as request participants and then removing them.
Workaround
Add all agents who are related to the STOP event of the cycles from this SLA as request participants ( to leave the SLA in an ongoing state ), then remove the agent who made the first public comment. With this, the SLA cycle that will display is the first one created. After that, you can remove the other agents from the request participant section.
It seems that if the SLA has around 9+ cycles it isn't possible to apply the workaround.
Note:
As this issue occurs when agents are added as customers to the tickets, to avoid this occurrence, consider adding the agents as watchers, once request participants is a feature to share requests with customers in a JSD project.