Actual: When a service desk agent responds using the comment field, it does not transition the status from "Waiting for support" to "Waiting for customer" and therefore does not pause the SLA.
Expected: When an agent responds using the comment field, the ticket transitions to "Waiting for customer" and pauses the SLA.
Please see attached for a screenshot of my automation.
Hello, Community! My name is Gosia and I'm a Product Manager on Jira Server and Data Center here at Atlassian. Since 2002 when we launched our public issue tracker, jira.atlass...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs