To change an issue status you should hit one of the workflow transition buttons at the top bar (refer the screenshot below).
Screen Shot 2015-06-16 at 12.13.11 PM.png
There are other ways to change an issue status such using bulk change.
Hope it helps!
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
You can change the status of an issue even if there is not a defined transition for it. It involves exporting the issue as a CSV, editing the CSV, and then re-importing it. See the steps below.
Thank you for getting back with me. I didn't have the option to manually change the status when I selected 'Respond to customer' the status automatically changed. Do you happen to have a screenshot of where I can select the status options? For example, I would like to change the status to 'Requires Additional Resource' but when I select 'Respond to customer' I do not have any additional options to choose from.
Another thing I would like to note is that all JIRA status can only be changed to another status via "transitions". When you are in an issue, you will only see the buttons for the transitions that are available from that status. For example, the "Respond to customer" was a transition that moved the issue from its previous status to its current status of "waiting for support". If you do not see any more transition buttons in this status, this is because the current workflow you have set does not have any transitions out of this status.
Let us know if you have more questions on this!
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