Prevent mass replies on linked incident tickets based on status
We plan to use the problem-incident ticket types feature for reported bugs. We want the linked incident tickets to have on hold status while the issue is still unresolved.
In case the customers reply (incident ticket status now open), we don't want the open tickets to be mass replied to when we resolve the problem ticket. We want to be able to check first in case the customer added additional info or comments.
Please add an option to exclude certain ticket statuses from the automatic response if the problem ticket is solved.
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