Afternoon all,
So, the problem I'm having is that, when a user submits a ticket, I'll reply to the ticket and choose "Save as Solved" and, after about a minute or so, the ticket will appear as "In progress" even though the user has not replied to the ticket.
The ticket changing back to "In progress" is fine because that is a trigger that I set up so that, if a user replies to a solved ticket, it will re-open as "In progress" but it shouldn't do this if I reply and save as "Solved":
It's almost as it when I reply to the ticket and save it as "Solved", seconds afterwards it processes my reply and reopens itself.
Also, when the ticket is saved as "Solved" and a reply is added, it doesn't email the user with the reply that I've added; it just says:
"Your request #9471 has been resolved and we hope you are fully satisfied with the resolution. You can reopen it by replying to this message. If a comment was added you will receive it in a separate message."
There isn't a separate email/message sent either, so there must be an issue with one of the triggers but I can't seem to see it.
Here's a list of the current triggers:
If anyone could assist me with this, it would be much appreciated.
Many thanks,
Mike