Ticket Status changes, when a internal comment is been set

Question

Hi all,

how can I avoid the change of the ticket status, when an internal comment is been set?

This should not be correct right? Internal comments should not influence the status, in my opinion at least.

Thank you for your time and attention, I wish you all a nice and enjoyable weekend.

Kind Regards
Mehran

Miriam Fernandez_wg11t7 · Answer

I have the same issue and no related automation rules have been created. When someone adds an internal note, the ticket changes the status...and we don't want it!

Dirk Ronsmans · Answer

Hi @Mehran Ahmadi ,

Most likely an Automation has been set up to perform this action. I'd check the project automations and see if there is one set up based on "comment added"

Those trigger can be done based on either internal or public comment so it might have been set incorrectly.