If participant is an agent the email is sent back to JIRA and the ticket status changes to waiting

Question

A customer sends an email request and sets a agent to CC. The issue is then assigned to this agent. The agent is now both - an assignee and a request participant. If the agent replies to the Reporter (Customer), the ticket status is changed to Waiting for Support instead of Waiting for Customer.

How can we avoid this?

Thank you in advance.

Jack Brickey · Accepted Answer

Check your automation. I recall I needed/wanted a different behavior than what the default was. I changed such that a simple "Comment" did not result in transition if the status was "Waiting for support" while I did want for "Waiting for customer". This restricts the agent to use "Respond to customer" to transition. Here is what I used...

unknown · Accepted Answer

Hi Jack,
yes, that was a very good idea. I have defined now a new rule similar to your example and it works.

Many Thanks!

Yavor Nikolov