Service Management Agents will be treated as customers by Jira Service Management

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Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.

Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible

Problem

Sometimes Jira Service Management notification, automation and SLA don't work as expected for example:

SLA

If SLA Comment:For Customer condition is used to stop the SLA. It will not be triggered if an Agent add any comment in Jira and share it with Customer.

Notification

Jira Service Management agents don't receive notifications of internal comments, even when @mentioned on the issue as discussed in here.

Automation

Automation does not trigger when some condition is used.

Example in:

JSDSERVER-3390 - Getting issue details... STATUS

In the above example, the automation did not run since it did not match User is not a customer condition.

Cause

Based on the problem above, the cause of it is because Service Management Agents are treated as a customer persona and not as an Agent if one of below is met:

  • The Agent is the issue reporter.
  • The Agent is a request participant on the ticket.
  • The Agent is a member of the organization which the ticket is shared with.
  • The Agent is an approver of the request.

This is an expected behavior for Jira Service Management. If an agent is added in one of the above roles, it will automatically take on the customer persona.


Description
ProductJira Service Management

Last modified on Jan 8, 2024

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