Transition from Waiting for Customer back to Waiting for Support stopped working

[Ste404]

Hi there,

I am not sure what happened but when a customer comments on a ticket and the status is Waiting for Customer, the service request doesn't transition back to 'Waiting for Support'.

I am not sure what has changed, the properties on the 'Respond to support' transition in the workflow are still there.

Not sure what happened.

[Ward DIJKHUIS]

Hi @Ste404I can imagine you have set up these automatic transitions using Automation. Has something changed over there or are there any errors?

[Ste404]

I didn't have them as automation they worked from the workflow transitions.. now they don't and I am not sure what happened.

[Fuji]

Hi there.

I have the exact same issue as Steven. I did not have it, Transition from Waiting for Customer back to Waiting for Support, as an automation nor a legacy automation on my service project - team managed Jira. Before it just worked pr. default, as far as i know.

I'am also not a Jira administrator, but a project administrator. If that info is needed. Therefore, i can't change the workflow transitions.

My only hypothesis, which might have some influence, is that I have made some other automations and legacy automations recently. On the pics you see my current automations.

Do you have any idea why? Or does some of this resonate with you?