Is there a way to let an agent act as customer for a specific project?

[Levi Eriksson]

We have multiple service desk projects within our cloud solution that belong to different departments. 

Currently, we use a rule to change status of issues from waiting for customer to waiting for support. 
If the requester is a customer and comments on an issue, we'll change the status to "waiting for support".

If an agent replies we change the status to "waiting for customer." 

However, when we create a ticket for another department and comment on it, the issue is set to "Waiting for customer" because the user has agent access in our Jira instance.

We would like for specific users to have the same rights as customers in some of our service desk projects. Is there a way to do this or get around it?


 

[Angélica Luz]

Hi Levi,

I believe that the best option, in this case, is to create a different workflow for the issue type that you use to open internal requests or create a project that will be only used internally.
If you create a workflow for internal requests, you can change the status to, for example, "Waiting for IT" and "Waiting for RH", so the automation will not be applied when this status change.
This user is considered as an agent because the automation is doing it, so we need to "skip" this.

Regards,
Angélica