Incident is reopening when end user commenting after incident resolved

[Tejal Zete1]

Incident is reopening when end user commenting after incident resolved But we dont want to reopen incident again if end user commenting Please provide solution to this I am a new developer for ITSM.

[Musab Rasheed · Accepted solution]

Hello,

Check if any Business rule is running with condition State is resolved something like that, if not BR then it might be Inbound action if it is from email so please check.

Regards

[Musab Rasheed]

Hello,

If you are fine with my response, Please hit like and mark my response as correct if that helps.

Regards