Some incidents are beieng automatically closed, without an specific reason. They have the status being changed from "Agendado" to "Fechado" ("Scheduled" to "Close").
Why some incidents are being closed automatically, even there is no status transition expected for that?
Service Desk Manager 14.x / 17.x
Reviewing the logs we could see that there are some customization that is changing the incident status.
Also, it seems that this transition is not allowed, however, since the Status_Policy_Violations option is set Warn, so the transition is done, and a warning message is saved in the log: "cr.spl 308 Transition from 'Agendado' to 'Fechado' is not allowed - WARNING"
To prevent this transition to be done, you need to change the option to value "Reject". The Option needs to be Installed.