Some replies from the requester are not changing a ticket status to open. What could cause this?
When a ticket's status is set to Pending, Solved, or On-hold, and an end user comments on the ticket, the ticket status will be set to Open. This is part of the inborn system ticket rules. If a requester's update does not change the status to Open, it could be one of the following causes:
- The requester is an agent. It is expected behavior that if a requester replies to a ticket, and is also an agent, the ticket will stay in whichever status was selected at the time of their reply.
- A trigger is changing the status. If the requester is not an agent and an end user reply does not switch the status to Open, a trigger is likely the cause. You can check the events of the ticket to see what triggers fired on a particular update.