Automatic Response not showing the transition status on Service Desk Portal

Question

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- · Answer

Hi @Filipe Paixao De Lima

This can be an automation on the project or an automation on global level or one spanning multiple projects.

You will need to automation rule acting.

As the rule acts on the issue, but doesn't take any action.

Filipe Paixao De Lima · Answer

Exploring a little on my own, I figure that this "comments" must be coming from Customer notifications. But what is weird is that the message is slightly different. In this case, there is no notification with the message of Status + Resolution.

Filipe Paixao De Lima · Answer

From the usual automations? Or is there Service Desk Portal specific automations?

I'm asking because this comments are not present on the Work item itself, only on the Service Desk Portal and I have no idea how they went there.