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.
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