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Status of an issue is not changing when the user is both assignee and request participant?

The status of an issue is not changing when you are responding to customer or resolving the issue.

The above is observed when the user making the change is both assignee and request participant.

Suggestion: apply role check on respond/resolve action - if the user is assignee, update the status.


1 answer

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Answer accepted

Hello @Явор Иванов,

Welcome to Atlassian Community!

When using Service Management, it's important that agents are added only as assignee. 

When they are added both as assignee and reporter, participant, or member of an organization, Jira won't know what to do because they are the same time a customer and an agent. 

What changes the status is an automation rule and it will fail when it checks if they are or not a customer.

As an internal licensed agent, they must be in only one role on a ticket. Also, since they are the assignee, it's not necessary for them to be added as a participant because as an assignee, they will receive notifications and have permission on the ticket.

If you have any other questions regarding this matter, please let us know.


Hello @Angélica Luz

Thank you for the answer!



Like Angélica Luz likes this

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