Issues automation - Transition issue: Waiting for customer

Hi all,

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?

Thanks,
Gernot

 

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1 answer

0 votes
Jack Brickey Community Champion Sep 25, 2017

@Gernot, to be clear here are you wanting to use the "Share with customer" comment to cause the transition?

@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.

Thanks,
Gernot

Jack Brickey Community Champion Sep 26, 2017

@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.

@Jack BrickeyThanks for your help and the hint regarding "Respond to customer" Might be very useful.

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