Uploaded image for project: 'Jira Service Management Data Center'
  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

XMLWordPrintable

    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • None
    • None
    • 5
    • 1
    • 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.

      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.

        1. automation-remove-assignee-from-rp.jpg
          automation-remove-assignee-from-rp.jpg
          110 kB

          Form Name

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

            SET Analytics Bot made changes -
            UIS Original: 2 New: 5
            Conny Postma made changes -
            Remote Link Original: This issue links to "Page (Atlassian Documentation)" [ 466644 ]
            SET Analytics Bot made changes -
            UIS Original: 1 New: 2

            Carey Chesmore added a comment -

            We have automation set so a customer comment will transition a ticket to 'pending support'. This is a huge issue if a reporter is sharing a ticket with our service desk agents. When they add a response comment to the reporter, JSM views it as a customer comment if that ticket was shared with them. We have automation in place to remove the agent as a participant if it's shared with them after they're already assigned to it, but we can't seem to find a solution if the ticket is shared with one of our service desk agents before it's assigned. We'd really like to see some progress made on this request.

             

            Carey Chesmore added a comment - We have automation set so a customer comment will transition a ticket to 'pending support'. This is a huge issue if a reporter is sharing a ticket with our service desk agents. When they add a response comment to the reporter, JSM views it as a customer comment if that ticket was shared with them. We have automation in place to remove the agent as a participant if it's shared with them after they're already assigned to it, but we can't seem to find a solution if the ticket is shared with one of our service desk agents before it's assigned. We'd really like to see some progress made on this request.  
            Marc Dacanay made changes -
            Labels New: ril
            Marc Dacanay made changes -
            Remote Link New: This issue links to "Internal ticket (Web Link)" [ 981003 ]
            SET Analytics Bot made changes -
            UIS Original: 3 New: 1
            SET Analytics Bot made changes -
            UIS Original: 1 New: 3
            SET Analytics Bot made changes -
            UIS Original: 3 New: 1
            SET Analytics Bot made changes -
            UIS Original: 4 New: 3

              Unassigned Unassigned
              rstadler@atlassian.com Russell Stadler (Inactive)
              Votes:
              33 Vote for this issue
              Watchers:
              20 Start watching this issue

                Created:
                Updated: