Need help with Service Desk Functionality

[RG]

Dear Experts,

We are using Service Management Server version 4.20.11 on prem server, When we will get ticket in our project, Initial status of the ticket is "Waiting for Support" Agents move this ticket to IN progress. During In-progress transition, we have one comment box on transition screen, where we have 2 options "Comment Internally" and "Respond to Customer"

If agent will select comment internally and ticket will move to In-progress status

If agent will select "Respond to customer", ticket will move to "Waiting for Customer" which is not working in our case.

Could you please help us to fix this issue.

[Marc - Devoteam]

Hi @RG 

The first action ibn your rule does the same action as the action that will not work.

So what is the exact issue?