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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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    • Icon: Suggestion 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.

      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
          110 kB
          ferrari

            Unassigned Unassigned
            rstadler@atlassian.com Russell Stadler (Inactive)
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              Created:
              Updated: