Incidents are reopening after comments are added by end-userIssue Incident tickets that close, are being reopened when end-user submits additional comments. ReleaseAllCauseThere was customization to the OOB (out of box) Business Rule "reopen incidents": https://"instance".service-now.com/nav_to.do?uri=sys_script.do?sys_id=91930e46c611227500b53b322750526aResolutionBusiness rule "incident reopen" has been customized to allow incidents to reopen anytime there are additional comments added.Review Business Rule and make changes per your business requirements.