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Workflow - Status doesn´t switch to "waiting on support"

Jan Waldecker
Jan Waldecker November 14, 2018

Hello community,

 

if a customer is answering to an Issue the Status doesn´t switch automatically from "Waiting on Customer" to "Waiting on Support".

 

Any ideas?

 

Best regards

René

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Jack Brickey
Jack Brickey
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November 14, 2018

@Jan Waldecker, welcome to the Community. Please check your automation rules (project > project settings > automation). You should have something that looks like below Note the image is for cloud so your's will look different but ultimately you should have some rule for 'transition on comment'.

transition on comment.jpg

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Jan Waldecker
Jan Waldecker November 15, 2018

@Jack BrickeyThanks a lot, that solved my problem.

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Jack Brickey
Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
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November 15, 2018

@Jan Waldecker, glad it helped. Please consider accepting the answer.

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