Transition from Waiting for Customer back to Waiting for Support stopped working

Ste404
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September 14, 2022

Hi there,

I am not sure what happened but when a customer comments on a ticket and the status is Waiting for Customer, the service request doesn't transition back to 'Waiting for Support'.

I am not sure what has changed, the properties on the 'Respond to support' transition in the workflow are still there.

respondtosupport.JPG

 

Not sure what happened.

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Ward DIJKHUIS
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September 15, 2022

Hi @Ste404I can imagine you have set up these automatic transitions using Automation. Has something changed over there or are there any errors?

Ste404
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September 15, 2022

I didn't have them as automation they worked from the workflow transitions.. now they don't and I am not sure what happened.

Fuji May 3, 2023

Hi there.

I have the exact same issue as Steven. I did not have it, Transition from Waiting for Customer back to Waiting for Support, as an automation nor a legacy automation on my service project - team managed Jira. Before it just worked pr. default, as far as i know.

I'am also not a Jira administrator, but a project administrator. If that info is needed. Therefore, i can't change the workflow transitions.

My only hypothesis, which might have some influence, is that I have made some other automations and legacy automations recently. On the pics you see my current automations.

 

 

Webklip_3-5-2023_153151_dbf-it.atlassian.net.jpeg

 

Webklip_3-5-2023_153923_dbf-it.atlassian.net.jpeg

 

Do you have any idea why? Or does some of this resonate with you?

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