"User responded, moving ticket to in progress"

[ncousin]

I created a new business rule so that if a ticket is resolved and the user responds, it moves the ticket to "in progress" so we can more easily find those that should be reopened.  It is conflicting with another business rule that moves the resolution notes to a comment and gives that message.  It is a minor inconvenience because it isn't actually moving the ticket as the message says but would like to clean it up and not have the message come up but don't seem to know how to fix it.

[Jaspal Singh · Accepted solution]

Hi, 

Seems, the case would need removal from sys_journal_field table.

As a suggesiton, why not remove the functionality to copy the resolution notes to comments. If you still wish to send notes you can add resolution notes to the mail notification instead.