After mail response not same status as before

Question

Hello everyone,

following problem:

In my workflow there is the possibility to ask a customer by email and wait for the response from the customer. While waiting for the customer, the workflow has the status "Waiting for customer".

When the customer responds by email, the workflow is transitioned.

Why is the status after the response mail not the same status as before sending out the request to the customer?

Peter Bengov · Answer

In that case, there could be multiple reasons for a status change. It depends on the plugins that you have configured. The workflow itself, without some kind of automation, will not change a status based on a new comment which was added.

Andreas Denzler · Answer

We ware not using service desk.
I think that there is a problem with the workflow.

Peter Bengov · Answer

@Andreas Denzler you should check the "Automation" section in your settings of this specific service desk. Maybe there is a rule that changes statuses there