Status Changing

[Ndy]

Hello Guys,

Just a quick one regarding our ticketing system. We are experiencing some issues with tickets.
when you close a ticket as 'Solved', it will revert as 'Pending'. You must edit again and close as Solve for it to remain. what could be the solution as it’s creating some confusion for the agents.

Regards

Ndy.

[e.evseychik]

Hello, @Ndy

Please check all your trigger that change ticket statuses. Most likely, you have one that reopens tickets on adding comment event if status of the ticket is "Solved." If it is the case, you need to add another line of condition to check whether author of the comment is not equal to an assignee.