Several support tickets that we have open do not get set to waiting for customer response when they are replied to.
For most tickets, when they are replied to they get set to Waiting for customer, however several tickets when replied to remain on the status: Waiting for support
For the tickets that are experiencing this bug, there is nothing noticeably different than the ones that function normally.
Is there anything that can be done to prevent this from happening to tickets?
What version of Jira Service Desk is this? Or is this perhaps using the Jira Cloud platform?
If you login to Jira, and look at this issue, then go to the History tab near the bottom of the page do you see anything different here in regards to the history info? It's possible this might provide a clue as to the issue status and fields changed via this response to see if maybe this is a factor.
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 & ...
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