Automation: Waiting for Customer to Resolved

[Ilidio Faria]

Hello,

I'm trying to setup this automation, but I'm getting the following error: Destination status could not be resolved. If using a smart-value ensure this resolves to a numeric status ID or untranslated name for issues (with current status):

In our workflow we have a step before the status Resolved, and to resolve a ticket the agent must add a reply to customer.

If someone can help I'll be very grateful :-)

Regards,
Ilídio

[Brant Schroeder]

@Ilidio Faria 

Looking at your automation and then at your workflow there is not a transition from Waiting For Customer to Resolved.   You either need to add a transition connecting them or transition to work in progress and then to resolved in order for it to work.  I would suggest updating the workflow.