Why isn't an issue changing to Waiting for Customer when we add a comment?

Something must have changed in our configuration because suddenly our issues are not changing from Waiting for support to Waiting for customer when we add a comment.  What could we have changed to prevent it from automatically changing status?

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Has anyone edited the workflow?  There are a number of odd transition and status properties that JIRA Service Desk uses to add the auto-transition-on-comment functionality.  See Daphne's post at https://answers.atlassian.com/questions/9378431.  Modifying the workflow could break this functionality, but it should be repairable.

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