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Waiting for support and waiting for customer are not transitioning as per comments

Ankit Litoriya May 12, 2024

When click on reply to customer and add comment, the issue is not transitioning from waiting for support to waiting for customer though the system rule is enabled.

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John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 12, 2024

Hi Ankit,

Can you please share more details? Including screenshots? 

Ankit Litoriya May 12, 2024

image.png

 

I have raised a request using email (service request) now in comments when i choose reply to customer and then comment the status is still waiting for support, as per rule it should change to waiting for customer

 

image.png

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 12, 2024

Thank you for the screenschots. Can you share the audit log now?

Ankit Litoriya May 12, 2024

image.png

Ankit Litoriya May 12, 2024

I think i am not in the service desk team thats why rule is not performing any action 

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