Status Transitions

[Katharina Just]

why are the status transitions not working again? even when we reply to a customer, our ticket does not go to Waiting for customer but stays on Waiting for Support. All our SLA's pop out like this

[Dave Mathijs]

Hi @Katharina Just ,

Are you using an actual transition with transition/workflow screen displaying the comment or are you simply adding a comment to an issue?

[Katharina Just]

It just annoys me so much. I haven't changed anything in the workflows. When I reply to the customer in a ticket, the ticket should go to Waiting for Customer, as well as
the SLA should be counted automatically that my time to first response has been met, but nothing happens. We have this problem every few months. What is the reason for this?

[Dave Mathijs]

Use the workflow button to change the status from 'Waiting for support' to 'Waiting for customer', then add a comment.

When you just add a comment to an issue in status 'Waiting for support', the status won't change to 'Waiting for customer' (unless there's an automation rule for that) and you SLA won't pause.

Do you have access to the workflow? Can you post a screenshot of the workflow?

[Katharina Just]

But that's exactly the problem, there is an automation for it. The transaction type is e-mail (totally common for us) and up to now it has always worked without problems and suddenly it doesn't anymore.