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  1. Jira Service Management Data Center
  2. JSDSERVER-5196

Option to include or exclude Agents in a project's Customers list

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      Problem Definition

      The project's Customers list in earlier version like 3.1.4 includes Agent in the list for a public project but with a label AGENT next to the name and it helps to differentiate an Agent from a Customer. However, Agent (if he/she is part of the project's Service Desk Team) is not included in the project's Customers list in later versions like 3.3.0 and above.

      Suggestion

      An option to include or exclude Agents in the project's Customers list on top of the label AGENT next to the name

      Why is it important

      • In some cases, Agents raise tickets too and in the project's Customers list, we can easily tell how many open and close requests an Agent has.
      • In some cases, Agents should not appear in the Customers list, the option to exclude Agents would help indefinitely.

            [JSDSERVER-5196] Option to include or exclude Agents in a project's Customers list

            Communardo Support added a comment -

            This behavior does not only affect us ourselves but also our customers. 

            Since the IT Help Desk is one of JIRA Service Desks most common use case (and marketing strategy) this aspect needs definitely attention!

            Communardo Support added a comment - This behavior does not only affect us ourselves but also our customers.  Since the IT Help Desk is one of JIRA Service Desks most common use case (and marketing strategy) this aspect needs definitely attention!

              Unassigned Unassigned
              michin Michelle Chin
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                Created:
                Updated: