Steps to Reproduce:

1. Create a new dummy Service Desk project.
2. Create a new dummy Customer user.
3. Login to the Customer portal using the dummy Customer and create a ticket.
4. Back to JIRA and login as Agent of the Service Desk project.
5. Go to the ticket and "Respond to Customer" to change the status.
6. Login back to the Customer Portal and respond to the ticket as Customer.

Expected Result:

• The status beside the summary will change.

Actual Result:

• The status did not change.
  

Notes:

• This is tested on JSD 2.4.1 while on JSD 2.2.0 it will automatically changed per comment.
• On JSD 2.2.0 Automation is not introduced yet. It is still using "legacy automatic transitions".