Agent in both Assignee and Request Participant does not pause SLA when commented on ticket. How to fix?
This is messing up SLA!
What would ultimately be nice is if Atlassian had Hierarchies. Like Assignee > Request Participant. Assignee should overrule Request Participant. I think Jira getting confused thinking that the agent is a customer when in both assignee and request participant fields.
@Ian Johnsen, just one piece of advice here FWIW. The jqls are overly complex. I have a hard time just consuming. I would recommend creating a Group and placing the users in that group then manage additions and deletions in the group.
As Brittany points out the question doesn’t clearly state your objective. Then again if you have it working maybe that’ll not important. :-)
Basically, when Agent Ian Johnsen is the Assignee to and issue and Ian Johnsen is added to Request Participants or Watchers, the SLA triggers as if Ian Johnsen is now a Customer and not an Agent. This messes up SLA.
Any ideas how to prevent this? Ideally, the Assignee should override those fileds and SLA should still be treated as if Ian Johnsen is an Agent.
Participants = Customers
Watchers = internal Jira application users
i haven't looked at the details of Ian's findings but i have seen many SLA mis-firings associated w/ inaccurate SLA configuration. To really understand I would like to see the original SLA so I could better comment on the cause.
sorry for the disconnected brevity here as i'm tied up on some work stuff at the moment.
Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...
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