So I was just checking my instance and I do see something new or at least I haven’t seen it before. What I see is the word triaged beside the status. Which happens to be a transition from waiting for support back into waiting for support. So I’m wondering if your share with an external agent is in fact a transition in your workflow. Now, I need to research this a bit because I’m not exactly sure of the purpose of it. My initial reaction is I don’t like it either but I need to understand better why it has been added. In the meantime can you verify by looking at your workflow if there is indeed a transition?
I think it is the "looping transitions" thing - announced during Jan 11 - Jan 18
The description over there matches with what we are seeing:
If you have one looping transition, it’ll appear as a button with the transition name next to the status menu at the top-right of the issue. If you have multiple looping transitions, they’ll appear in the same spot under an Actions menu.
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