Hi,
In our service desk projects, we define some automation rules. For example, on the "Waiting for customer" status, if the customer don't give us reply or any information for the issue in 6 days, that issue wil close. But approximately about 3 weeks, this rule does not happen like this. The close alert was wroten in the comment box (that issue was closed), however the issue's status stayed at "Waiting for customer". When we receive the reports, this will be problem for us, because that issue was not closed.
We control the automation rules, there was no change on the rules. Everthing is Ok. The screenshot about this problem, on the attachment.
Where can the problem be? What sould we do? Can you help us?
Thanks.
