Thanks for your comment graziano. In order to provide you with proper support can you please create a ticket at https://support.atlassian.com/help/

Hi, I got the answer but I think that we need something to better manage this situation.

In the customer portal there is the possibility to indicate the agents as participants of the ticket, this means that if I set the first resolution SLA to "Comment for customer" the SLA is not matched because the agent has been indicated as participant by the customer. This cause that the agent that assign the request must take care that the agent is not indicated as participant. This is error pruning.

This is a common situation in our scenario.

What do you suggest? I have tried to implement an automation to automatically remove the agent from the participants but I am not able to do that because the automation rule does not give me this flexibility. Otherwise, is there some way to filter the selectable user as participant in the customer portal? In this way we would prevent that the customer can indicate the agents as participants.

The default behaviour of Servicedesk works in this case as intended and here is the reason why. If you are a customer on a service desk you want to have the experience as a customer. The behaviour should not be influenced by the fact that you are an agent as well or not. This is why we prioritise the fact, that you are a request participant.

If you interact as an agent you don’t have to be a request participant to work for a request.
If you are the primary agent to work on the request please assign the request to you. If you help out another agent and want to be notified about any changes on the request please watch the request instead of adding yourself as a participant.

If you have to need to add yourself as a participant and want the expected behaviour as described please change the if condition of the automation rule from “User is not a customer” to “User is an agent”.