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  1. Jira Service Management Data Center
  2. JSDSERVER-1999

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

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

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

            Charlie Marriott added a comment -
            Atlassian Update – 19 Feb 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 19 Feb 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center

            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.

              Unassigned Unassigned
              somidi Sam Omidi (Inactive)
              Votes:
              3 Vote for this issue
              Watchers:
              3 Start watching this issue

                Created:
                Updated:
                Resolved: