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Customer contesting their own closure of a ticket

Joshua Alves

On our space we have our workflow set up for 2 different ways to close a ticket:

Customer only - portal button. Restricted to not display to any Service Desk member or admin.
Via API - only our service account.

Transition [2] was created to support an automation to auto close tickets that remain in customer stages.

One specific customer organization (where this auto closure is not applicable and we have applied conditions in the automation to not contemplate this org) is contesting 6 different tickets on our space stating they did NOT close them. However the log clearly displays the transition under the reporter's CUSTOMER portal account. They are using this argument to apply a fine and we would like support in refuting it.

Anyone else received similar reports?

Accepted answers

All comments

Andrea Robbins

If you have a JSM license you can raise a request on behalf of someone, but even if the agent used the customer transition in the portal, it will know the agent did it, and not the customer.

I think the issue you're experiencing is having two different paths for different users, which makes sense, but has the customer transition been restricted to only customers? Otherwise, an agent could have used that transition by accident.

Joshua Alves

Yes everything's set up correctly - on our end we're absolutely sure it wasn't our side that closed it, it was the customer, that's what the log shows. They are however still contesting this and I'd like some sort of confirmation that we can quote. I'm also raising a support ticket directly to Atlassian on this.

Matthew Sinclair

Check your Jira-Admin and Org Level Audit Logs.

Audit logs do-not-lie. (Even if a bit cryptic at times)

If the User did the work - they did the work.

The how however can be done via API as well - but if its an portal only account - they shouldn't have access to that feature/system.

As Andrea pointed out - make sure they don't have access to transition the ticket in the portal - it will be on the top right side of the screen.

Also you'll want to use a customer type account - org admins/Jira-Admins/JSM-Admins(?)/space admins can see things that customers do not.

A good thing would be to attempt to reproduce the ability/test out in a sandbox or something.

Andrea Robbins

Definitely let us know what Atlassian says! The only other thing I can think of is an automation rule that the actor is set as that user, but I feel like that would be rare. It's not possible via REST API for comments or transitions to be done on behalf of a user due to this reason exactly.

Joshua Alves

Hi Andrea, Atlassian responded confirming what I asked: there's no way to act on behalf of a customer portal account, so that helps us a lot.

In summary, if the changelog displays a portal account as the actor, the only way the action could have happened is indeed in a session the customer logged into. No way to replicate that.