Allow JIRA Service Desk Admins to Decide When Agents should be Treated as Customers

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    • Type: Suggestion
    • Resolution: Unresolved
    • None
    • Component/s: None
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      Summary

      Currently, if an SD Agent plays one of the following roles in an SD ticket:

      1. Reporter - confirmed
      2. Request Participant - confirmed 
      3. Approver - fixed in JSD 4.7.0
      4. Customer Organization member - fixed in JSD 4.7.0  

      THEN he/she is treated as a Customer, not an Agent.

      This doesn't affect the Agent's permissions and abilities to work on the ticket, however causes a few SD specific features not to work as expected by the SD Admins, including SLAs and Automations. For example:

      1. SLA - Comment: For Customers doesn't work when the Agent adds a comment for the customers, because he/she's treated as a customer him/herself (which means the comment is deemed By Customers instead).
      2. Automation - If: User is not a customer doesn't work in a similar way because the Agent is treated as a customer.

      Known Issues

      • When agent comment at issue created by himself , SLA didn't stop as per configured in "Time to Resolution"
      • Automation does not trigger when agent is listed in Request Participant
      • SLA does not pauses when commenting on the issue as participant
      • The condition "Comment:For Customers" in an SLA configuration is not verified when an agent is part of the same organization as the customer
      • The Agent is not considered as a Customer even if he is part of the Organisation. This makes the Automation condition 'User is a Customer' to fail and thus by not executing it.

      Suggestion

      Allow JIRA Admins to decide when an agent should be treated as a customer. This should be configurable at the following levels:

      • System Level - applicable to all projects and issue types
      • Project & Issue Type Level - applicable to specific issue types in specific projects
      • User Preference Level - allow individual users to decide themselves

            Assignee:
            Unassigned
            Reporter:
            Andy Nguyen (Inactive)
            Votes:
            61 Vote for this issue
            Watchers:
            43 Start watching this issue

              Created:
              Updated: