How do I stop status changing to 'waiting for customer' when sending an internal note?

[Brie Charles]

Hi all, 

I am new to JIRA so apologies if this seems obvious (I did try to see if this issue had been resolved before but couldn't find it). 

Regardless of where the ticket is up to, whenever I send an 'internal note' to someone within my organisation the ticket will automatically change status to 'waiting for customer' as if I have written to the customer? Is there a way to stop this? 

[John Funk]

Hi Brie - Welcome to the Atlassian Community!

There is probably an automation rule that is running or a post function on the workflow. If you look at the history of the ticket, who is the user that moves the issue to the new status?

[Brie Charles]

You're right, I managed to find it and it says it was moved by 'AJ - Automation for JIRA'. 

I'll have my guys look into how to change that. 

Thanks!!

[John Funk]

Great! Glad it put you on the right path.

[abhishek_sharma03]

Hi @Brie Charles - Are you using Jira Service Management ? 

BR

Abhishek

[Brie Charles]

Yes - JIRA Service Management. 

[abhishek_sharma03]

Could you please explain the service management process which you are following in your organization ?