K1000 - Customer Feedback requested rule on ticket
We have a status called "Feedback Requested". When changed, a rule on save identifies the ticket in that status and sends an email to the submitter to login, review the comments and answer any outstanding questions.
The problem is, the minute we change the status to Feedback Requested, the system thinks the user is responding because it is applying a change comment going from Status x to "Feedback Requested". I previously built a work-around for this but it is not sustainable. Is there anything we can do to avoid the status being immediately changed?
There are no answers at this time