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Why is is my automation being triggered?

Harry Bob

Hello,

I have a rule that should edit a field if the user is a customer.

This automation was triggered even though I am not raising the issue as a customer.

I raised the issue by clicking on 'Create' button on JSD backend.

I made sure that this user only was an agent of a project and is not a customer.

Why is that? Any help? Thanks

Accepted answers

Angélica Luz

Hello Harry,

Thanks for reaching out to Community and for sharing the screenshot.

On a Jira Service Desk project, agents can also be customers if added to an organization or to the customers' list.

In order to confirm that, please, go to Project settings > People and confirm if you are only an administrator/agent.

If your profile has "Service Desk Customers" role, please uncheck it, otherwise, the automation will recognize you as an agent and as a customer.

Screen Shot 2020-04-17 at 11.49.20.png

Regards,
Angélica

All comments

Angélica Luz

Hello Harry,

Thanks for reaching out to Community and for sharing the screenshot.

On a Jira Service Desk project, agents can also be customers if added to an organization or to the customers' list.

In order to confirm that, please, go to Project settings > People and confirm if you are only an administrator/agent.

If your profile has "Service Desk Customers" role, please uncheck it, otherwise, the automation will recognize you as an agent and as a customer.

Screen Shot 2020-04-17 at 11.49.20.png

Regards,
Angélica

Harry Bob

Hi @Angélica Luz

Yup I have already checked that these agents are not customers. I'm on a next-gen project so i dont see people under project settings.

We use Atlassian Access to manage our users so the groups these agents are in aren't added as customers.

Is there anything else that could be triggering these rules as customers?

Angélica Luz

Thank you for the details, Harry.

I tested here using the built-in automation in Service Desk and also the Project automation (formerly Automation for Jira) and both rules run even if the agent is not a customer.

Checking for bugs, I found one 2016 that has a workaround and it works.

On "If these match" instead of "User is a customer", you can use "User is not an agent".

Automation condition 'User is a customer' triggers for agents

Testing again, I was able to replicate the issue on next-gen and classic, even removing the customer role from the profile.

Please, change the "If" on the automation rule and let us know if it works.

Harry Bob

Thanks @Angélica Luz

That workaround worked Thanks!!

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