On incident form, when user change incident_state from unclosed state to closed and back to unclosed will trigger the journal field checkbox from uncheck to checked.
Steps to Reproduce
On OOB instance:
- Navigate to incident.list and click any unclosed incident record.
- For example state = New
- Click context menu Configure > Form Layout and make sure Additional comments (Customer visible) checkbox is unchecked
- Add incident state to the layout and save the layout
- Change incident_state from New to Closed, then back to New or In Progress
Additional comments (Customer visible) changed to checked
See the screen recording for more information.
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Related Problem: PRB1298929