There are a few users having issues with adding justification comments while reassigning tickets to a different group or user. We do not make the justification required, but they still use the text box. They will open the ticket, and click Reassign Incident under the Smart Tasks actions. Then, they enter the comments in the justification text box and search for the user/group they want to reassign the ticket. They select the reassign button and click confirm. It usually works, but every now and again the comments will disappear. We have it set so if no one enters any comments, it will just say 'not found'. When their comments disappear, it is replaced with the 'not found' message.
I've been unable to duplicate the issue, but curious if anyone has seen this before.
Below is a link to the only article that even closely resembles my issue, but we don't hit edit after adding the comments.
http://www.symantec.com/business/support/index?pag...
I went ahead and changed the workflow, but still had the same issues.