Customer comment is not triggering transition

We have several service desks set up and one of them has stopped transitioning from waiting for customer to Waiting for support. 

I have verified all the properties are correct, workflow and transition. Any iidea what else might have caused this to stop working?  We do have automation running but it is on all the service desks and this is the only one that is not working.

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I found the issue, there was a condition put on the transition to hide the transition from the user.

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