Unfortuanately I get an transition error when service desks comments on an issue.
The status should switch to "Waiting for customer" but we just receive the follwing error.
Transition issue: Waiting for Customer
Does anyone who where I could find more detailed information regarding that error?
@Jack BrickeyCorrect, we are using the "Share with Customer" comment to cause the transition. We don´t have the "Reply to customer" button or we can´t find it.
Anyway, we were already able to figure out what triggered that issue. Unfortunately there was something wrong with our automation chart. Now it´s working.
@Gernot, good to know you got it working. Something to consider here is whether you wish to share a comment to a customer and not transition to them. This is a common practice. Example - customer asks for a status update and you respond with we are working it. In which case you wouldn't want to transition to the customer.
If that is a desired scenario you should check your work flow for a transition to Waiting for Customer status, e.g. "Respond to Customer" and use this means to transition and removing the automation from the "Share with customer" comment.
It started as any story starts, on a normal, rainy day. Admin meets App, and her name was Klok2, and like any first relationship we were both trying to make it work but neither one knew what...
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