Jira Service Management status when the Requestor responds.

[Rich Wolverton]

Currently when a Service Request comes in via email it goes to Waiting for Support status. This is therefore the initial status of new requests. 

When the Agent asks for more information it go to Waiting for Customer. 

When the customer responds via email, the request goes back into Waiting for Support .

Our Agents would like it to be Customer Responded or some other status different from Waiting for Support so they could differentiate responses from initial requests.  

We tried putting in Automation but it seems to be overridden. Any ideas or suggestions would be appreciated. 

[Fazila Ashraf · Accepted solution]

Hi @Rich Wolverton 

Could you check whether there are existing automation in the project or globally that could cause this override?

[Natalia Trofimov]

Hi Fazila, I am in a team with Rich. We found the cause. It is a legacy automation that added to the project and might overrides our automation rule...