Automatic Response not showing the transition status on Service Desk Portal

[Filipe Paixao De Lima]

Hello everyone! 

I don't really have much information about this issue (I'm not even sure if it is an issue), but recently we have noticed a strange behavior on the Service Desk Portal: 

Every time a ticket transition to a resolution status, this message is posted to the customer but recently it has been lacking the name of the status.

Does anyone knows how this message works, if its configurable, anything?

Thanks!

[Marc - Devoteam]

Hi @Filipe Paixao De Lima 

This mesage is from an automation rule that executed on the issue.

You will need to see the automation section on the issue and see which automation rule this cold have been.

Then you need to review the automation rule, might be the scope of the rule is wrong, as it might be not intended to run on your project.