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what is the 'share with external agent' button?

what is this button? what does it do? can it be hidden? can its text be changed?
i didnt see it before:

2021-06-18 13_26_40-Window.png

1 answer

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Jack Community Leader Jun 18, 2021

That’s a real good question I’ve never seen that before. So either something new is being introduced by Atlassian or you have an add-on that is presenting that option. I’m not sure what an external agent even would be. 

Its not an add on to the best of my knowledge.

Its really critical to remove it or understand it (company deals with sensitive information). Any thoughts?

Jack Community Leader Jun 18, 2021

So I was just checking my instance and I do see something new or at least I haven’t seen it before. What I see is the word triaged beside the status. Which happens to be a transition from waiting for support back into waiting for support. So I’m wondering if your share with an external agent is in fact a transition in your workflow. Now, I need to research this a bit because I’m not exactly sure of the purpose of it. My initial reaction is I don’t like it either but I need to understand better why it has been added. In the meantime can you verify by looking at your workflow if there is indeed a transition?

Thank god for another set of eyes and a brain!! Thank you!! A complete oversight. Its a transition!! Thank you!

Like Jack likes this
Daniel Ebers Community Leader Jun 22, 2021


I think it is the "looping transitions" thing - announced during Jan 11 - Jan 18

The description over there matches with what we are seeing:

If you have one looping transition, it’ll appear as a button with the transition name next to the status menu at the top-right of the issue. If you have multiple looping transitions, they’ll appear in the same spot under an Actions menu.

Jack Community Leader Jun 22, 2021

Yes indeed that is the case @Daniel Ebers . I was discussing that over in a Slack channel with some peers. I have never noticed it before however.

Jack Community Leader Jun 22, 2021

BTW, i’m not a fan of this implementation. It’s one of those “exceptions“ implementations that someone chooses to put in the place. For me it just causes confusion and unnecessarily so. 

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