When I send an email to add additional comments, it changes the state to the Value 1 (New)

[Navaneeth1]

I have a custom application that reads emails through an inbound email action and if it has an incident number in the subject, then the entire body will be added as a new comment on the ticket with the incident number mentioned in the subject.

This works and the comment is left, however, it also changes the state back to New (Unassigned in my case whose value is 1). Are there any OOTB flows or business rules that set this field to 1 when a new comment from an email comes in or is there a way for me to fix this? I tried assigning the state in the flow that adds the comment but it seems it's getting updated after that flow runs. Could someone please help me with this? 

Thank you!

[AshishKM]

Hi @Navaneeth1,

Check all BR running on incident [update] which has condition for "comments" changes.

Your instance may have some custom code for re-setting state to "New" incase additional comments update.

-Thanks,

AshishKM