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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.

          Form Name

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

            Alex Cooksey made changes -
            Resolution Original: Won't Do [ 10000 ] New: Low Engagement [ 10300 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011009 ] New: JAC Suggestion Workflow 3 [ 3648441 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665155 ] New: JAC Suggestion Workflow [ 3011009 ]
            SET Analytics Bot made changes -
            Support reference count New: 2
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2323674 ] New: Confluence Workflow - Public Facing v4 [ 2665155 ]
            Status Original: Open [ 1 ] New: Gathering Interest [ 11772 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2052397 ] New: JSD Suggestion Workflow - TEMP [ 2323674 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2047434 ] New: JSD Suggestion Workflow [ 2052397 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1280644 ] New: JSD Suggestion Workflow - TEMP [ 2047434 ]
            jonah (Inactive) made changes -
            Description Original: h3. Problem Definition
            Updating Customer/Agent without transitioning.

            h3. 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.

            h3. Workaround

            The new feature on Service Desk [Introducing automation in JIRA Service Desk 2.4|http://blogs.atlassian.com/2015/04/introducing-automation-jira-service-desk-2-4/] and [Automating your service desk|https://confluence.atlassian.com/servicedesk/automating-your-service-desk-733938388.html]

            Using [JIRA Automation Plugin|https://marketplace.atlassian.com/plugins/com.atlassian.plugin.automation.jira-automation-plugin]
            Unfortunately third-party plugins are out of our [support scope|https://confluence.atlassian.com/display/Support/Atlassian+Support+Offerings]. 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|https://marketplace.atlassian.com/].             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1999].
              {panel}

            h3. Problem Definition
            Updating Customer/Agent without transitioning.

            h3. 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.

            h3. Workaround

            The new feature on Service Desk [Introducing automation in JIRA Service Desk 2.4|http://blogs.atlassian.com/2015/04/introducing-automation-jira-service-desk-2-4/] and [Automating your service desk|https://confluence.atlassian.com/servicedesk/automating-your-service-desk-733938388.html]

            Using [JIRA Automation Plugin|https://marketplace.atlassian.com/plugins/com.atlassian.plugin.automation.jira-automation-plugin]
            Unfortunately third-party plugins are out of our [support scope|https://confluence.atlassian.com/display/Support/Atlassian+Support+Offerings]. 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|https://marketplace.atlassian.com/].

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

                Created:
                Updated:
                Resolved: