Any update or workaround on this? 

Just wanted to add comment about possible workaround.

To make the sla stop you can try to assign the ticket to you (an agent) and add comment. Just make sure you are not a reporter or participant. If you are then remove yourself from those fields.

It works on most of our tickets and can be applied to multiple tickets on the queue using the multiple edit approach.

The downside of that workaround is not only the manual work needed but also the fact it destrous the assignment so additional action may be required - assign the original person.

But that fixes the sla reporting at least.

Experiencing the same issue - the customers usually add my email to CC, which causes me (an assignee) to be added as a participant. In such a case, when I respond to the ticket, the case status does not change to "Waiting for the customer," and SLA is not stopped. To fix this issue EVERY time the customer responds to the ticket, I need to manually remove myself from the participants and change the case's status. This is definitely not an efficient way to deal with this problem. Seems like this should be an easy fix.

This is a problem, if a customer is copying an agent on an issue because that agent has helped them with something similar, you are causing us to miss our SLA's just because the agent is added as a participant.  Please fix this, this issue is costing us time and/or money, we are now reporting that we are missing our SLA's when we aren't!

Upvoting this issue. I'm having the same problem as Reiss Snooks have mentioned before. Agents are added as participants by being CCed into the original email and then the SLA is not counting properly.

I can try and create automated rules as Apostolos was suggesting but this is not how it should be address in the long run.

Hello,

For items 2. & 4. of your list in the description, try editing, in the Service Desk automation, the rule of the transition that handles changing a ticket's status from 'Waiting for Support' to 'Waiting for Customer' .I think this rule comes as default with SD, along with the vice-versa one.

You need to delete the IF clause that checks that the 'User is not a customer' and add a clause that checks that 'User is an agent'.

The next time you comment as an agent which is in the participants list of the ticket, the ticket's status will change to 'waiting for customer'. If you have your SLA pausing/stopping when that happens, then you should be good.

I believe this should be easier to handle or be the default option for the out of the box transition rules.

We also have this issue and have been able to replicate as above. This is causing our agents to miss their SLAs because they were CCed into the original email and therefore added as a request participant to the issue.

There needs to be some kind of hierarchy whereby if a user is an agent, it supersedes them as a participant (but not as a customer/reporter!).

Zendesk handles this very well...

I'd also like to add that if the agent removes themselves as a request participant, the same bug will occur.
I've also reproduced this on JIRA 7.2.1