"rehome initiated" tag is carried on to follow up tickets
Problem Statement
What is the problem?
It seems that ZD default behavior is to carry on tags from a previous ticket to the new follow-up. That includes the “rehome initiated” tag.
Why is this a problem?
The new follow ticket gets picked up with a new assignee that sends a reply, not knowing about the tag, then when the customer replies, the ticket gets unassigned.
Proposal
I believe we should clean up the "rehome initiated" tag when closing the tickets to avoid this problem, as it would be a harder workaround to ask SEs to check for it and remove when picking up follow ups.
Slack thread here discussing this with operations team: https://gitlab.slack.com/archives/C018ZGZAMPD/p1762417917476949
DRI
Required Resources
Potential Roadblocks/Things to consider
Desired Outcome
What does success look like?
Follow-up tickets don't get randomly unassigned when the customer replies
Related Issues/MRs/Epics/Tickets
https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/708