When the resolution of an issue is set the bot makes duplicated comments

Question

Hello everyone,

We are facing an issue where, whenever there's a change of status plus a resolution change, we get the "Automatic Response" for the status change duplicated.

We are using it to close tickets and reopen tickets.

I know that these cannot be turned off (although that would be great), but is there any workaround to avoid these double comments?

Serge Masson · Answer

Thanks a lot for this link !

I'm in affected customer ;-)

Best regards

Jesus Camacaro · Answer

Hi everyone,

I had a conversation with support and this is indeed a bug. I would highly appreciate it if you could mark yourself as affected in this bug ticket.

Hopefully, this can be solved rather quickly.

Serge Masson · Answer

Hello,

I've also seen this behavior today. Never seen this before.

But then I went on old issues, I can see the same result on the customer portal, every time the issue is resolved (the resolution field changed).

I'm absolutely not sure it was always like this, or if this is a new situation...

I wonder if that might be related to all the "post functions" in the workflow :