Loading...

XML

Word

Printable

UIS:
11
Support reference count:
8
Feedback Policy:

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.

Use case is that, a customer sends an email with an agent CC'd on the message.

What happens now

Agent gets added as a Request Participant, meaning they take on the customer role for ticket

What should happen

How can this be done

Automation is a good way to do this, but will require conditions to detect WHEN a Request Participant is added, and THEN allow participant to be removed from issue

The final result, might be something like:

derived from

JSDSERVER-2376 When agent comment at issue created by himself , SLA didn't stop as per configured in "Time to Resolution"

is related to

JSDSERVER-5123 As a Service Desk Admin I would like to be able to restrict Customers from adding Agents to Requests as Participants

JSDSERVER-6004 Add option to DISABLE adding CC users to request participants

relates to

JSDSERVER-5697 Allow JIRA Service Desk Admins to Decide When Agents should be Treated as Customers

JSDCLOUD-12371 Provide automation conditions to allow removal of Request Participants

(3 mentioned in, 1 was cloned as)