'Waiting for Customer' doesn't seem to work correctly

[John Kalla]

When I respond to a customer, the ticket stays in 'Waiting for Support' status.  I tried switching the status manually, but the screen wants me to choose a resolution before it changes the status.  Something is obviously setup incorrectly, but I can't figure out what it is.  Any suggestions?

[Raphael Lopes · Accepted solution]

Check that there is no validation in the transition you are making.

[John Kalla]

Yup!  That was the answer!  Thanks, @Raphael Lopes !

[Seon Shakespeare · Accepted solution]

Hi John,

It definitely sounds like something in your workflow configuration is preventing the status change without a resolution.

Here's where I'd start investigating:

1. Workflow Transitions: Go into your project settings and find the workflow associated with this issue type. Look specifically at the transition that's supposed to move issues from "Waiting for Support" to "Waiting for Customer" (or your desired status).

2. Conditions and Validators: Within that transition, there are likely "Conditions" and "Validators." These act like rules:

   • Conditions: Might say the transition is only allowed if certain fields have specific values.
   • Validators: Can enforce things like requiring a comment, resolution, or other fields to be filled in before the status changes.

3. Resolution Field: Double-check if the "Resolution" field is marked as required on the transition screen. If so, you'll either need to make it optional or remove it if it's not essential to your process.

Hope this gets you pointed in the right direction!

[John Kalla]

Thanks, @Seon Shakespeare
I had to edit the transition.  Somebody else had set up our service desk, so it wasn't configured correctly.  Your answer was helpful!

[John Kalla]

Solved!  I had to edit the workflow for the transition.