fix: ignore automated system notifications in ticket communication from automatically reopens the ticket. (backport #2623)#3023
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RitvikSardana merged 1 commit intomain-hotfixfrom Feb 17, 2026
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…ndling (cherry picked from commit ee86eb6)
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When configuring a Notification For HD Ticket with condition:
doc.status in ["Resolved", "Closed"]
the notification is sent correctly, but it also appears in the Activity as a new Reply, which automatically reopens the ticket and changes its status to Replied.
Expected: Ticket should remain Resolved/Closed after sending the notification.
Actual: Ticket reopens due to the notification being logged as a reply.
This is an automatic backport of pull request #2623 done by Mergify.