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Suggestion
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Resolution: Unresolved
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19
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8
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Summary
Currently, if an SD Agent plays one of the following roles in an SD ticket:
- Reporter - confirmed
- Request Participant - confirmed
- Approver - fixed in JSD 4.7.0
- 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:
- 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).
- 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
- is related to
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JSDSERVER-5797 Agents treated as a customer when they belongs to organizations
- Closed
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JSDCLOUD-14471 Automation condition 'User is a customer' triggers for agents
- Closed
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JSDSERVER-3781 Automation condition 'User is a customer' triggers for agents
- Closed
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JSDSERVER-4207 Approvers should not be always treated as customers
- Closed
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JSDSERVER-6269 Inconsistency with how Jira notifications are sent to users treated as Customers when they are mentioned in a ticket
- Closed
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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
- Closed
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JSDSERVER-6701 The SLA condition "Comment:For Customers" does not trigger if Reporter is a Customer that does not have direct 'Browse Project' permission
- Closed
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JSDSERVER-2115 If a participant is a JIRA User send them a JIRA notification instead of a SD notification
- Closed
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JSDSERVER-3410 Send notifications to Service Desk Agents for updates on issues where they are also a request participant, reporter or member of the organization
- Closed
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JSDSERVER-5238 No Notifications when Assignee = Reporter
- Closed
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JSDSERVER-5307 When adding staff agent as a customer this seemed to override any notifications I get as a staff member
- Closed
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JSDSERVER-5602 Send Agents notifications regardless of whether they are part of an organization
- Closed
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JSDSERVER-3460 Prevention or Warning message when Agent tries to add Internal Users as Request Participants
- Gathering Interest
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JSDSERVER-3506 Provide automation conditions to allow removal of Request Participants
- Gathering Interest
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JSDSERVER-5123 As a Service Desk Admin I would like to be able to restrict Customers from adding Agents to Requests as Participants
- Gathering Interest