'Waiting for Customer' doesn't seem to work correctly

John Kalla

When I respond to a customer, the ticket stays in 'Waiting for Support' status.  I tried switching the status manually, but the screen wants me to choose a resolution before it changes the status.  Something is obviously setup incorrectly, but I can't figure out what it is.  Any suggestions?

Seon Shakespeare

Hi John,

It definitely sounds like something in your workflow configuration is preventing the status change without a resolution.

Here's where I'd start investigating:

1. Workflow Transitions: Go into your project settings and find the workflow associated with this issue type. Look specifically at the transition that's supposed to move issues from "Waiting for Support" to "Waiting for Customer" (or your desired status).

2. Conditions and Validators: Within that transition, there are likely "Conditions" and "Validators." These act like rules:

   • Conditions: Might say the transition is only allowed if certain fields have specific values.
   • Validators: Can enforce things like requiring a comment, resolution, or other fields to be filled in before the status changes.

3. Resolution Field: Double-check if the "Resolution" field is marked as required on the transition screen. If so, you'll either need to make it optional or remove it if it's not essential to your process.

Hope this gets you pointed in the right direction!