When the resolution of an issue is set the bot makes duplicated comments

[Jesus Camacaro]

Hello everyone, 

We are facing an issue where, whenever there's a change of status plus a resolution change, we get the "Automatic Response" for the status change duplicated.

We are using it to close tickets and reopen tickets. 

I know that these cannot be turned off (although that would be great), but is there any workaround to avoid these double comments?

[Jehan Bhathena]

Hi @Jesus Camacaro ,

What does the issue view show?

The activities shown on the portal are a mere reflection of the activity log from the actual ticket.

Perhaps the activity log of the service ticket will be better to debug.

[Jesus Camacaro]

Hi everyone, 

I had a conversation with support and this is indeed a bug. I would highly appreciate it if you could mark yourself as affected in this bug ticket.

Hopefully, this can be solved rather quickly. 

[Serge Masson]

Thanks a lot for this link !

I'm in affected customer ;-)

Best regards

[Serge Masson]

Hello,

I've also seen this behavior today. Never seen this before. 

But then I went on old issues, I can see the same result on the customer portal, every time the issue is resolved (the resolution field changed).

I'm absolutely not sure it was always like this, or if this is a new situation...

I wonder if that might be related to all the "post functions" in the workflow :

[Kristian Žurav]

Hi,

we're facing the same problem. It seems to be a bug, I haven't noticed it before.

Best regards,

Kristian Žurav.

[Jesus Camacaro]

Hi @Jehan Bhathena 

Thank you for answering. Here's the activity log:

The resolution and the status change are happening on the same transition. My theory is that the bot sends a notification for both the resolution change and the status change, and since it occurs in the same time, the notification seems duplicated. 

Do you know if this might be accurate?