Ran into something yesterday and I would like someone to confirm it, if possible. It's pretty rare that an incident is reopened around here, but one was reopened yesterday and was almost immediately closed again because the technician didn't realize it was a reopen. (Yes, they somehow didn't read the incident title which clearly says "[Reopen]" on it!) I started poking around the process and the Incident Management Reopen workflow and it appeared to me that the comments during the reopen don't actually get used anywhere! This seems very strange as the comments field is required.
I went ahead and changed the workflow to prepend the comments to the incident description and append the comments to the item that gets added to the process history.
I'm using 7.5.1, not MP1, but I'm guessing this is consistent between all 7.5 releases. So is it just me, or is this kinda broken? Can someone check their setup and make sure I'm not crazy here?