As far as I know, the default JSM workflow automatically works this way: when the customer makes a new comment, the status changes to satus "Waiting for support", something like that.
I don't know what cause the problem, but now this behaviour is not happening anymore. Customers add new comments, and the status does not change.
Please, how can I fix that? I think I could use automations as a workaround, but this used to work out of the box, no automations required.
True but you don't, I think, want an issue to transition to waiting for support anytime a customer comments. Generally the workflow is like this...
So, for example, let's say the status is something like Pending and a customer comments on the issue "Hey what is the latest". In this case you wouldn't want it to go back to Waiting for support.
With that said, what are your requirements? Have you checked your Automations? If so what did you find?
@Jack Thanks a lot.
I thought that did not work with automations, that was something related to post functions or similar. I might be wrong, but when I created the project already worked the way you described, and there was no automation set.
But if the way to go is via automations, all right. I will do that.
any action (transition) based upon a comment cannot be associated w/in the workflow. This can only be done by some form of "listener" which is what an Automation trigger is. It listens for a comment on an issue and if it heard it triggers which leads to the Conditions and ultimately the action. So, in short a transition on comment is done by Automation.
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