why does additional comment reopen the incident?

[mikedipilla]

in our incident form a customer will receive an email stating that their incident has been resolved and it provides a link to reopen it if they feel it is not resolved.   Sometimes a nice customer will reply with a comment saying they were satisfied with the service they received and that also reopens the incident.   Anyone have an idea where this is configured?   I appreciate the nice comments from customers but I don't want it to reopen the ticket.   - that's what the link is for.

Thanks for any assistance.

[Jib]

Would you mind sharing how you achieved that?

[Allen Andreas]

If you have any BR that applies when additional comments change and sets state to 'x' ...then that would trigger off email.

You're not telling us (or maybe I'm missing it) by what "reopening the incident" actually means...in your instance. Is it literally changes the state from Resolved to Active? Is it taking it from Closed to Active?

Or is it just updating it with a comment, but the state is still Resolved?

[Moy1]

I think this situation can be handle through a minor text change in the body of the resolution email instead of changing OOTB configurations.

You could add a text in the email such as "If you are satisfied with the resolution, please do not reply as it will reopen the incident"