Transition from Waiting for Customer back to Waiting for Support stopped working

Question

Hi there,

I am not sure what happened but when a customer comments on a ticket and the status is Waiting for Customer, the service request doesn't transition back to 'Waiting for Support'.

I am not sure what has changed, the properties on the 'Respond to support' transition in the workflow are still there.

Not sure what happened.

Helen C · Answer

I have come across this issue also and I dont have associated automations just the workflow which is shared with SRs and Incidents. I did find a setting in edit workflow which I have turned (Customers can make this transition) on not sure if it will fix it but I cannot seeanything else obvious ?  Does anyone else know of the definitive answer?

Helen

Fuji_lmc8wq · Answer

Hi there.

I have the exact same issue as Steven. I did not have it, Transition from Waiting for Customer back to Waiting for Support, as an automation nor a legacy automation on my service project - team managed Jira. Before it just worked pr. default, as far as i know.

I'am also not a Jira administrator, but a project administrator. If that info is needed. Therefore, i can't change the workflow transitions.

My only hypothesis, which might have some influence, is that I have made some other automations and legacy automations recently. On the pics you see my current automations.

Do you have any idea why? Or does some of this resonate with you?

Ste404 · Answer

I didn't have them as automation they worked from the workflow transitions.. now they don't and I am not sure what happened.