How to edit automatic "status" changing of service desk cases

Question

Currently when a support agent responds to a service desk case, the status is automatically changed to "Waiting for Customer" however we want it do behave differently by changing to a different status in that scenario.

Can someone advise how and where this transition is configured?

Juan Manuel Ibarra · Accepted Answer

Hello!

Automatic status settings are seralized with the "Automation" functionality of jira service desk.

Within the service desk project you select Project settings and in the first section you will see "Automations" in that section you configure the automatic rules.

If there is nothing in this section, it is likely that automation is generated by some add-on, but automation is more likely to be used.