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Tickets unwantedly moving from 'Waiting from Customer' to 'Waiting to Support'

Steve G February 23, 2024

Dear all,

We upgraded our Jira data centre instance to the latest LTS version on Feb 7th. An unexpected consquence of this upgrade seems to be this:

* Ticket is assigned to person A (e.g., my manager) and has a status of 'Waiting for Customer'

* If a comment is added to the ticket by person B (e.g., me) the ticket is unwantedly changing status from 'Waiting for Customer' to 'Waiting for Support'

* This thus also re-starts the SLA clock for the relevant ticket to which the ticket comment is made, when the above conditions appy

* This situation I describe wasn't occuring before we upgraded Jira

* The described change of ticket status (thankfully) doesn't occur if a ticket comment is added by the ticket assignee

Can anyone advise please how we should rectify this issue, without rolling back from the latest Jira LTS version?

Any help is much appreciated.




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