I set the following Observer rule for user comments to re-open closed tickets:
Any help would be appreciated,
This was solved for me by support - apparently the issue was with testing from my own mail address (agent) while the rule was set to "ticket with these properties -- Requester".
Testing with another user found the rule works as it is.
Hi. Thanks for posting the resolution here, Michael! Hopefully, it will help someone who faces a similar issue.
We appreciate your time.
Have a good one