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
- is related to
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JSDSERVER-1559 SLA doesn't change when Agent and Customer are the same person
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- Closed
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- Closed
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- relates to
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JSDSERVER-5697 Allow JIRA Service Desk Admins to Decide When Agents should be Treated as Customers
- Gathering Interest
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-5680] The condition "Comment:For Customers" in an SLA configuration is not verified when an agent is part of the same organization as the customer
Hi a09fad711271,
When I was fixing this for Server, I checked Cloud behaviour, and JSD Cloud did not suffer from this specific issue, that is not stoping the issue commented SLA for agents who are part of customer organisation.
However, JSD Cloud (similarly to Server) does not stop the SLAs if **the commenting agent is also a participant on the request. If that is not your use case, and you are having issues, please contact support for JSD Cloud to figure it out, because there might be many reasons for you to see this behaviour, like some specific SLA configuration or this might be a new bug on their side as I do not see a corresponding ticket for JSD Cloud right now.
Thanks,
Bart
We are seeing this problem with cloud version Jira Service Desk. "Time to first response" timer does not stop despite issue having customer-facing comments. Can we get some help tracking down the root cause?
| Labels | Original: cqt pm | New: cqt in-4.7.0 pm |
| Resolution | New: Fixed [ 1 ] | |
| Status | Original: Waiting for Release [ 12075 ] | New: Closed [ 6 ] |
Hi there,
Thanks so much for your patience.
We're sorry to hear you've been experiencing problems and have updated the Jira Service Desk behaviour to prioritise the Agent role over being a member of a Customer Organization.
Thank you,
The Jira Service Desk Team
| Link | New: This issue relates to JSDSERVER-5697 [ JSDSERVER-5697 ] |
| Labels | Original: cqt in-4.7.0 pm | New: cqt pm |
| Labels | Original: cqt pm | New: cqt in-4.7.0 pm |
| Support reference count | Original: 14 | New: 15 |
I have the same problem:
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: