status change when reply to customer

[Katharina Just]

Hello together,

I hope you are all well.

I have the following problem. Until now, the status was always automatically moved from Waiting for Support to Waiting for Customer when we replied. Since yesterday, unfortunately, this no longer works. I have not changed anything in my workflow. Where else can I look to fix that?

Thx in advance

Katharina

[Jack Brickey · Accepted solution]

This is controlled via automation.

Go to project settings/automation and look in both the automation and legacy automation. I suspect someone has added something either in the automation itself or something that the automation is relying on which is causing the automation to fail. If you happen to be using automation for this transition and not legacy automation then you can view the logs which will give you a clue.

[Katharina Just]

Hello Jack,

Thank you very much for the quick reply. The problem is, we haven't adjusted anything in the automations yet either. Could it be because we still have mainly the old automations set and they are gradually being dropped? How do I do that if I want to transfer them to the new ones?

kind regards Katharina

[Jack Brickey]

Well anything is possible I do not suspect it has to do with Atlassian moving away from the legacy automation. I’m confident that something has changed. If you can provide the details of your automation that controls this I might be able to observe a clue as to tell you where to look next. However it should be fairly straightforward to be honest and if nothing else you could create a brand new rule in the new automation to achieve your goal.

[Katharina Just]

This is the log and the error message

[Katharina Just]

Do you still need a mapping of the workflow? The other point is, we are a very small group, nobody is adjusting anything except me. So how can that be?