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
(2 mentioned in)
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