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  1. Jira Service Management Data Center
  2. JSDSERVER-5697

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

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      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

              Unassigned Unassigned
              vdung Andy Nguyen (Inactive)
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                Created:
                Updated: