Within servicedesk, I know about the resolve issue and respond to customer button. My problem is that I clicked the respond to custom button to ask them about the status of their tests after making a suggestion. They responded back via email saying that they hadn't gotten the updates done yet. This automatically put the request back into waiting for support. I'd like to set this to waiting for customer, but the only way I know how to do that is to respond back to them and say ok. Is there a simpler way to do this?
If you don't want to create custom workflow for Service Desk, and just want manually to change the status, you can try automation rules
Now when you go write internal comment "Toggle Status" to ticket, the worfklow status changes from "Waiting for Support" to "Waiting for Customer" and vice versa
Hi all! We’re interested in learning more about your ITSM practices - what’s the current state of your ITSM practices? What are your aspirations for your IT team in the future? Which ITSM trends ar...
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