Issue

When a customer who does not have access to a Service Desk request (by not being the reporter or a participant) adds a comment to this request by email (after enabling the setting Public email comments), none of the following condition in an Automation rule is verified:

• User is an agent
• User is not an agent
• User is a customer
• User is not a customer

Instead, only the following condition is verified:

• User has no access

This type of behavior can be very confusing for our customers who are configuring Automation rules, because the way these conditions are verified is not clear and not documented anywhere.

Since the user from the test does not hold a JSD license, and is not part of the "Service Desk Team" role, we would think that the condition "User is not an agent" should be verified. However, this condition is not verified, and could cause confusion to our customers.

Suggestion

Provide clear documentation on how each of the 5 following condition is validated when an automation rule is triggered:

• User is an agent
• User is not an agent
• User is a customer
• User is not a customer
• User has no access