Exit status " Waiting for Customer"

I'm currently testing Jira Service Desk cloud and i have an issue/question related to the status "Waiting for Customer".

I'm using the default workflow provided in Jira Service Desk Cloud.

This workflow is working fine except when I enter the " Waiting for Customer".

When an issue enters that state, the only way to exit is to change the state manually.

Mails received from customer or comments added by customer via the portal don't have any effet on the state.


Is that a norma behavior (and in that case, I must create a specific rule) or did I miss something ? (I have changed no rules to the defaults provided for trial).


Thanks for your help

1 answer

1 accepted

1 votes
Jack Brickey Community Champion Sep 26, 2017

@Pierre Carraz, no that is not normal. Please check the Project Settings for Automation. There should be a rule to transition on comment. Can you let us know what you see there.

Thanks for your quick reply.

As far as I can see, there is only one rule for the Automation.

Screen captures are attached.


Sorry, I swap part of my interface to french. This may not helpScreen 1.JPGScreen 2.JPG

Jack Brickey Community Champion Sep 26, 2017

add the following rule. you may have to tweak to map to your installation/desires. if you have further Qs JLMK.

transition on comment.jpg

It is working.

Thanks for your quick and efficient support

Jack Brickey Community Champion Sep 26, 2017

great! please accept the answer by clicking the check mark.

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