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JSM Next Gen | transitioned to "Work in Progress" when customer made a comment

Rodriguez_ Jhon Ronald
Rodriguez_ Jhon Ronald February 28, 2021

Hi Community,

My automation doesn't work when my co-agent is the customer.

but in the normal customer, its pretty working.

 

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Ajay _view26_
Ajay _view26_
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March 1, 2021

Hi @Rodriguez_ Jhon Ronald 

Seems like the creator & reporter fields are not matching the case when the Request is created by your co-agent. Can you double check it ? 

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