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fix: ignore automated system notifications in ticket communication from automatically reopens the ticket. (backport #2623) #3023

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Merged
RitvikSardana merged 1 commit into from
Feb 17, 2026
+3 −0
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fix: ignore automated system notifications in ticket communication from automatically reopens the ticket. (backport #2623) #3023

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3 changes: 3 additions & 0 deletions helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.py
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Original file line number Diff line number Diff line change
Expand Up @@ -887,6 +887,9 @@ def on_communication_update(self, c):
self.status = self.default_open_status
# If communication is outgoing, it must be a reply from agent
if c.sent_or_received == "Sent":
# Ignore system notifications
if c.communication_type and c.communication_type == "Automated Message":
return
# Set first response date if not set already
self.first_responded_on = (
self.first_responded_on or frappe.utils.now_datetime()
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