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

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.

1 answer

0 votes

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

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

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