We've upgraded from 13009 to 14205 with the intent to upgrade to the latest patch, but ran into some issues.

In the meantime, our technicians are reporting that tickets aren't re-opening upon reply anymore.

We have a custom trigger upon 'Reply received' that triggers a Python script to re-open the ticket if it was not already open.

The other screenshot shows the custom trigger working a few days ago.

However now when there's a new reply on the ticket, the trigger doesn't fire.

I'm not sure whether it's related to the customer replying to the technician directly, and the technician forwarding that reply to ServiceDesk, and that's part of why it doesn't fire the trigger in this case. But it did used to work like that fine.