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  1. Jira Service Management Data Center
  2. JSDSERVER-5123

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

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Details

    • Suggestion
    • Resolution: Unresolved
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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.

    Description

      Problem Definition

      When a Customer adds an Agent to their request as a participant, that agent is subsequently treated as a Customer for the purposes of triggering SLAs with events like "Comment: for customer"

      Suggested Solution

      Implement a way to restrict Customer's abilities to add Agents as Request Participants, or, treat Customer-added Agents differently in some other way to avoid this problem.

      Workaround

      Ask Agents to manually remove themselves from being a Request Participant before acting further in order to have their events be fired/processed as intended.

      Attachments

        Issue Links

          relates to

          Suggestion - JSDSERVER-3506 Provide automation conditions to allow removal of Request Participants

          • Gathering Interest

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

          • Gathering Interest

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

          • Gathering Interest
          was cloned as

          Suggestion - JSDCLOUD-6140 As a Service Desk Admin I would like to be able to restrict Customers from adding Agents to Requests as Participants

          • Closed
          mentioned in

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          Activity

            People

              Unassigned Unassigned
              rstadler@atlassian.com Russell Stadler (Inactive)
              Votes:
              26 Vote for this issue
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              16 Start watching this issue

              Dates

                Created:
                Updated:

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