I have recieved feedback from two customers (different projects, same workflow, same permissions) that they are not able to use the transition "back to support" from status "waiting for customer" to "waiting for support".
As for what I know, other customers are able to use this transition.
What I have already checked:
So I am not sure where to find the problem... Maybe someone else finds it.
Please see also attached screenshots:
Thank you in advance!
Issue is in the permission scheme as shown in the last attached image. As you can see, the indicators are in red. It clearly shows that the user needs JIRA service desk license and Agent permission in the project. Also, it shows that the user is not a member of any of the project roles. Please review.
@Martin , it has been some time since I have engage on this. Let’s check some things for your specific situation.
@H K , did you ever find the cause in your instance?
unfortunately I did not find the problem. One day it worked again and two weeks ago I recieved messages from two other customers, that it is not working.
Still not sure where the problem is. I once suspected that it might be related to a change in the issue type (and request type). But I'm not quite sure.
E.g. "Incident" (request type: "Bug") was changed to "Change Request" (request type: "New Feature"). Both issue types are based on the same workflow.
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