Bug - Cases not transitioning from "awaiting customer" to "awaiting review"

[MeganCrowthers]

Bug description
Norbert is not transitioning cases from "awaiting customer response" to awaiting review. Therefore customer services staff are not seeing emails that are being responded to - which has now caused a formal complaint to be received.

Reference number(s)
EMA011280
EMA015602

If you can - please attempt to replicate the error(s) in test and provide the TEST reference number.
(In process of attempting to replicate)
Unable to replicate in Test as the test system does not seem to be updating any responses from customers.

EMA003135 - Although not exact replication. Responded to CIO's response - case is still sat at " Awaiting Customer" and not updating. Attempted again - EMA003252 not updating.

Bug reproduction
Steps to reproduce the behaviour:

1. Send email to contactus@westnorthants.gov.uk
2. Set the awaiting review so you can respond to the customer
3. Email the customer back
4. Get the customer to respond to CSA response
5. See error - not updating

Expected behaviour
When a customer responds to an enquiry the status automatically changes to "awaiting review" or in unitary care "unitary awaiting review" so the staff are aware further action is required.

Screenshots

[MeganCrowthers]

EMA015467 (moved straight to ALC)
Agent responded - customer responded - did not update - Unitary Case

EMA015340 (moved straight to ALC) - agent responded - customer responded - didn’t update - unitary case

EMA015161 - Norbert transitioned to local process - reviewed by agent - customer responded case did not update - customer responded again case did not update - unitary case

EMA015124 - Norbert transitioned to local process - reviewed by agent - customer responded case did not update - unitary case

EMA014482 - Norbert transitioned to local process - reviewed by agent - customer responded case did not update - unitary case

EMA014310 - Norbert transitioned to local process - reviewed by agent - customer responded case did not update - unitary case

EMA014049 - Norbert transitioned to local process - reviewed by agent - customer responded case did not update - unitary case

[MeganCrowthers]

Tested under EMA00328, EMA003279, EMA003280, EMA003282 and EMA003283
Various tests using Unitary-Test, ContactUs-Test, UAT WNC CU Form, NBC CU Form.
All cases went to awaiting review when customer responded when status had been in either closed or awaiting customer.

[MeganCrowthers]

@KevinWhite tested in live however not working. Case example EMA020712.

[MeganCrowthers]

Tested in live under EMA020768 - working as expected