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Waiting for Support status missing

New to Jira and finding the setup daunting. 

What I can't find is this "waiting for support" status I continue to read about. 

I'd like our agents to place a ticket in waiting for customer then when they respond it changes the status to waiting for support.  It's not an option in Workflows or Automation so I'm asking here.

Anyone have any ideas what I'm missing?

Thanks,

Devin

2 answers

1 accepted

1 vote
Answer accepted

Hello @Devin Ponda,

Welcome to Atlassian Community!

When a new Service Management project is created, the workflow that has the status “Waiting for support” is usually the one associated with the “Service Requests” issue type on company-managed projects and Email requests on team-managed projects. Also, this workflow is more common on the “Customer service management” templates.

Here are some examples of default workflows:

Screen Shot 2021-06-22 at 15.23.13.png

Screen Shot 2021-06-22 at 15.18.59.png

Screen Shot 2021-06-22 at 15.17.18.png

In case you are using a company-managed project, you can associate the workflow to other issue types and if it’s team-managed, you can edit the workflow and add the status.

Please, let us know more information about the project you are using, so we can share the correct steps.

Feel free to share screenshots, just make sure to hide private information.

Kind regards,
Angélica

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