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Ticket Status changes, when a internal comment is been set

Mehran Ahmadi
Mehran Ahmadi November 10, 2023

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

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Miriam Fernandez
Miriam Fernandez
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November 14, 2024

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!

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Dirk Ronsmans
Dirk Ronsmans
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November 10, 2023

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.

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