Comments added on closed ticket.

[Vishal V R]

Hello Team,

I noticed that the users are adding comments on tickets that are in closed status . From what I know, the OOB functionality of sending "please reopen <ticket number>" would open the ticket. But in this case, the ticket is still in closed status and the user who updated has no roles in servicenow. Can anyone help on this.?

Thank You.

[Vishal V R]

Hello Aninyda,

I can see that the updates were done through emails. The email with the subject should basically reopen the ticket (as expected OOB). But here, it didn't reopen, just added the comments in the mail sent to the system. The security constraints to prevent adding comments on closed tickets directly from the tool is already in place.

Also, the security constraints to prevent adding comments on closed tickets directly from the tool is already in place.

Best regards,

Vishal

[anindya_11]

Can you please provide the screenshot, it would be helpful to understand what actually has happened.

[Hemanth Kumar7]

I also have the same issue, Did you find any solution for this issue?

[Hemanth Kumar7]

I have the same issue, Did you find any solution for this issue?