Hello,
We have an issue in which the status of some tickets get automatically changed from Open to Closed without there being any rule set for this. I think this may be a bug as I've noticed this usually happens on ticket that have been Closed for a while (correctly by the system from Await feedback status) and then re-Opened by the customer. When this happens the system auto-closes them back within about 10 minutes.
It happens in a random manner, not all tickets that are re-opened get closed...
Some tickets randomly Auto-Close directly from Open status
We have an issue in which the status of some tickets get automatically changed from Open to Closed without there being any rule set for this. I think this may be a bug as I've noticed this usually happens on ticket that have been Closed for a while (correctly by the system from Await feedback status) and then re-Opened by the customer. When this happens the system auto-closes them back within about 10 minutes.
It happens in a random manner, not all tickets that are re-opened get closed...
Some tickets randomly Auto-Close directly from Open status