Jira Service Desk changes of last week 17/Oct/2022 causing problems

[Shandy Tailor]

Recent Service Desk changes forcing status to get changed to "Update from customer" whenever a technician posts any comment (even an internal comment) :(

So you have to post a comment and THEN select what status you want it to be, talk about time wasting. :(

[Brant Schroeder]

@Shandy Tailor This is not something that would have been pushed by Atlassian.  You need to check your automation rules as that is most likely causing the issue and someone made a change to the automation.  You should be able to see in the issue history how the transition is occurring or just look at your automations and review their history to determine what is happening.