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Automation is not changing to respond to customer Edited

Al Gresto Oct 11, 2018

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.

Automation.png

workflow.pngworkflow with transition labels.png

1 answer

0 votes
Al Gresto Oct 11, 2018 • edited

Added workflows above.

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