Waiting for support and waiting for customer are not transitioning as per comments

[Ankit Litoriya]

When click on reply to customer and add comment, the issue is not transitioning from waiting for support to waiting for customer though the system rule is enabled.

[John Funk]

Hi Ankit,

Can you please share more details? Including screenshots? 

[Ankit Litoriya]

I have raised a request using email (service request) now in comments when i choose reply to customer and then comment the status is still waiting for support, as per rule it should change to waiting for customer

[John Funk]

Thank you for the screenschots. Can you share the audit log now?

[Ankit Litoriya]

[Ankit Litoriya]

I think i am not in the service desk team thats why rule is not performing any action