Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-3506

Provide automation conditions to allow removal of Request Participants

    XMLWordPrintable

Details

    • 3
    • 8
    • 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.

    Description

      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

      • Agent remains in agent role

      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:

      • WHEN request participant added
      • IF User is an agent
      • THEN remove user from participants

      Attachments

        Issue Links

          derived from

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-2376 When agent comment at issue created by himself , SLA didn't stop as per configured in "Time to Resolution"

          • Low - Low priority issues
          • Closed
          is related to

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

          • Gathering Interest

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

          • Gathering Interest
          relates to

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

          • Gathering Interest

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

          • Reviewing
          mentioned in

          Page Loading...

          Page Loading...

          Page Loading...

          was cloned as

          JSDS-353 Loading...

          Activity

            People

              Unassigned Unassigned
              mmcmahon Matthew McMahon (Inactive)
              Votes:
              62 Vote for this issue
              Watchers:
              41 Start watching this issue

              Dates

                Created:
                Updated:

                Backbone Issue Sync