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Service desk Tickets change status automatically from Waiting for support to Waiting for customer

Hi,

With some service desk tickets, we are experiencing an unexpected behavior: without any automation rule previously created, the status change automatically from Waiting for support to Waiting for customer. What could be the reason?.

 

Thanks

3 answers

Hello Santiago, I would need a little more information, but if the tickets change their status alone, there is an automation, be it the old ones or the new ones (project automation).

I recommend that you enter the history section of tickets that change status to see which user is executing the transition. That may give you a hint.

Greetings

Hi Juan, Thank you for your answer. There´s no automation rule executing the transition (attached image 'ServideDeskAutomationRules.png').

This behavior happens only for the user named 'Giomar', see attached image 'StatusChange-GiomarUser.png', Is like he is changing status manually, bot of course he's not.

Another thing to keep in mind is that I change my status not once, but several times on the same ticket.

Looking forward for your answerServideDeskAutomationRules.pngStatusChange-GiomarUser.png

0 votes
Jack Community Leader Mar 30, 2021

Please inspect the History details and share here if unsure of the cause

Hi, tServideDeskAutomationRules.pngStatusChange-GiomarUser.pnghere´s no automation rule executing the transition (attached image 'ServideDeskAutomationRules.png').

This behavior happens only for the user named 'Giomar', see attached image 'StatusChange-GiomarUser.png', Is like he is changing status manually, bot of course he's not.

Another thing to keep in mind is that I change my status not once, but several times on the same ticket.

Looking forward for your answer

0 votes
Daniel Ebers Community Leader Apr 07, 2021

Hi @Santiago Aguilar

just to rule out that those strange transitions are not coming from some unexpected end I'd suggest to also check "All Rules" if there is some global rule which could be responsible:

 

grafik.png

 

As well as checking for some "Legacy Automation" which could be still in place.

 

Regards,
Daniel

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