Is it possible to share a comment with a customer without changing the status to "Waiting for feedback"?

We are currently on JIRA 6.3 with JIRA Service Desk. We are planning the move to JIRA 7 and JSD 3.

However in JSD up until now we were able to share share comment with ours customers without the status automatically changing to "Waiting for feedback". We do this to provide customers regular updates on issues that take some time.

In JSD 3 for comment we now can choose between "Share with customer" and "Comment internally". If we use "Share with customer" the status always changes to "Waiting for feedback". Is there a way to configure this?

2 answers

I believe that's a post-function configured in the workflow to update the status if the comment is not from a certain group/role. You will have to check that place to disable it.

Check SD Project administration -> Automation. There is probably rule created for transitioning issues, when publicly commented. You should remove it.

This rule is added automatically, when creating Basic Service Desk project.

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