Summary

When an agent is part of the same organization as a customer, this agent will be treated as a customer even if they are the assignee of the ticket, and:

• the SLA won't stop ticking on the condition "Comment:For Customers"
• the Automation rule that transitions the status from "Waiting for support" to "Waiting for Customer" won't be trigger either

Steps to reproduce

• Create a Service Desk project
• Create an agent account (with a Service Desk license) and a customer account in this project
• Create an organization and add the agent and the customer to this organization
• Configure a Request Type that is associated to a default workflow that contains the "waiting for support" and "waiting for customer" statuses
• Make sure that the "Time to first response" SLA is configured to stop on the condition "Comment:For Customers"
• Log into the customer portal as the customer, raise a request and share it with the organization
• Log into JIRA as the agent, and add a public comment to the ticket

Observed Results

Since the agent is treated as a customer:

• The Time to First Response SLA does not stop
• The issue does not transition from the "Waiting for support" to the "Waiting for Customer" status

Expected Results

The agent should not be treated as a customer, and the following behavior should be observed:

• The Time to First Response SLA stops
• The issue transitions from the "Waiting for support" to the "Waiting for Customer" status