Changing Ticket Status on a Internal Note Sends Note to Users

[anpatterson03]

I entered an internal note in Lansweeper and at the same time I changed the status on the ticket and found that in doing so, it sent that internal note out to the users. Not sure if anyone else has experienced this. If I set a ticket to the same status but through the menus the note is not sent.

[matthew-cotter]

I know this post is quite old but we are experiencing the same issue on version 9.5.0.4. It seems to be the exact same issue where it only occurs when an agent updates the status while sending the note.

Has this "bug" never been fixed or is it cropping up again and needs to be readdressed?

Thanks!

[Esben_D]

Quick update on this. We were able to find a bug in the pre-release version which in rare circumstances does end up including internal notes to users when using specific outgoing email templates.

[Esben_D]

Internal notes are not sent to users in any circumstance.

From your description it sounds like if anything, an outgoing email template was sent our based on your state change. However, these do also not include internal notes.

If you would like to troubleshoot the issue, I recommend contacting our support team and sending over the screenshots of the problem ticket.