When the Primary Contact of an issue makes an update to the issue by either updating a field (including a custom field) or adding a comment, the issue status updates to In Progress automatically.
In order for this automatic status change to occur, the following is required:
The issue must be entered through a request queue.
The Queue Details in the request queue must have these settings:
For more information about Queue Details, see Create a Request Queue.
The issue must be in Awaiting Feedback status.
There must be an Awaiting Feedback (AWF) status available for issues at the system level.
For more information about system-level statuses, see Create or edit a status.