Workflow automation - Transition To/From waiting for customer not triggered by adding an internal no

Scott Bernoth

I've created a workflow from scratch and am looking to replicate the standard workflow feature which changes the status to waiting for customer when a reply is sent to the customer and back to waiting for support when the customer replies.

In my case i want to transition back to in progress.

The rule above works well but how can it be adjusted so it is NOT triggered by adding an internal note?

Michael Hodgson_z7wss7

Hi Scott,

If I have understood this correctly, you want the issue reporter to comment public to the client and it change to in progress? just not on internal notes?

If so, you should just need to add additional criteria into your automation workflow, on the "If"

Something like this:

[This is an additional If condition of, "advanced compare condition"]

This seems to work in my test environment.