It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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 vote
Answer accepted
Jack Community Leader 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 Community Leader 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

Like Nanda Gopal likes this
Jack Community Leader Sep 26, 2017

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

Like Nanda Gopal likes this

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

320 views 0 6
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you