what is the 'share with external agent' button?

[Ben]

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

[Jack Brickey · Accepted solution]

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. 

[BEN FRIEDMAN]

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 Brickey]

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?

[BEN FRIEDMAN]

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

[Daniel Ebers]

@Jack Brickey 

I think it is the "looping transitions" thing - announced during Jan 11 - Jan 18
https://confluence.atlassian.com/cloud/blog/2021/01/atlassian-cloud-changes-jan-11-to-jan-18-2021

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 Brickey]

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 Brickey]

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.