Workflow Event: Requested Item stage is changed

We are using the integrated FreshService Document Signature and have a workflow with an event using Requested Item stage is changed from Requested to Fulfilled when the document is signed and attached to the ticket. The ticket is changed from Requested to Fulfilled by SYSTEM, but the event in the workflow does not recognize it.  After speaking with Support, only after manually changing the fulfillment status by an Agent, the event workflow will work.  Support said this is by design.  We are trying to fully automate a request, and this would be extremely helpful.