The condition "Comment:For Customers" in an SLA configuration is not verified when an agent is part of the same organization as the customer

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