Service Desk Agents added as Participants trigger SLAs as if customers. How do we stop this?

Service Desk Agents added as Participants trigger SLAs as if Agents are customers. How do we stop this?

Thanks!

Ian

1 answer

0 votes
Paulo Hennig Atlassian Team Nov 23, 2017

Hi, Ian.
This should get triggered due to the SLAs rules you have in place, but at this moment, we do not have an SLA to start to trigger when we add someone as request participant. Perhaps there's an automation rule that is proceeding with any other change (i.e Transition the ticket)?

Therefore and to try to provide you an accurate answer about this behavior you're facing, may I know if you can just attach a few screenshots of your existing SLAs and from your Automation rules (if you have any rule that starts as "participant added") in order for us to see if we're able to isolate what's causing this? 

Looks our root problem is we have 2 Helpdesk Bots/service accounts that are automatically being added to "Requests Participants". Need to stop this from happening. Scrubbed Workflows and Automations and cannot figure out why they are being auto added. Looks like we have narrowed it down to only Incoming Email requests. Perhaps something in the backend is auto adding these bots/service accounts? Maybe something I am not seeing. IF we stop this from happening, It will stop the SLA issue for sure as all other tickets seem to be working fine with SLA.

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Thursday in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

630 views 4 15
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot