If we set system in such a way that it should apply some color on due tickets and on adding ticket note due time should be reset, then color of ticket doesn’t get removed on adding notes.
Exact steps are;
– “Adding Ticket Note Counts as a Ticket Update” = Yes under Admin CP > Settings > ‘Tickets’
– set any color code on Admin CP > SLA > Settings > “Overdue Tickets Background Color”
– make any ticket overdue and color will be set to that ticket
Now, add notes, due time will be reset but color will not be removed, where it should be removed as due time has been reset.