How do you stop a ticket from changing status when replying to the customer?

[Anne Farr]

Every time we leave a comment to the reporter the ticket status changes from Waiting for Support to Waiting for Customer.  I don't what the status to change.

[Marcus Jones · Accepted solution]

If it isn't an automation that is running it could also be a trigger in your workflow that is changing the status based on the reply to customer action.

[John Funk · Accepted solution]

Hi Anne,

This is either built into your workflow - check the post functions there - or it's coming from Automation for Jira based on a rule. Check the history of the issue to see who is executing the transition. 

[Anne Farr]

Hi John, I am new to this, how do I check the post functions?

[John Funk]

Go to Settings > Issues > Workflows

Then search for the workflow used by that project. Then click on Edit.

Then click on the Transition (the line) that goes between the two statuses. 

Then click on Post Functions to see what is there. 

[Anne Farr]

Thank you.  

[Anne Farr]

Hi, how do I check the history of the issue to see who is executing the transition. 

[John Funk]

While on the issue, scroll down towards the bottom and click on the History tab.

Or maybe just do a CTRL F on the ticket and search for History 

[Anne Farr]

Ok, sorry that I did know that.  I see who is transitioning but how do I stop this from transitioning.  We don't want the status to change to waiting for customer when we add a comment to the reporter

[John Funk]

You need to check for an automation rule running at the time the issue was transitioned.