I have searched and found similar scenarios but a bit different and no solution.
Out of the box JSD is setup w/ an automation to transition on comment. Specifically there are two scenarios covered:
Then there is the actual workflow transition "Respond to Customer" where you can add a comment in the pop up screen and the transition connects to "Waiting for Customer"
So what I want is for the transition to happen for #2 (back to support) as well as when the agent clicks "Respond to Customer" but NOT #1.
What I did was to remove #1 from the automation. However, after doing so the "Respond to Customer" transition doesn't transition the issue at all. Looking at the workflow the transition has the default post function - "Set issue status to the linked status of the destination workflow step."
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