[rt-users] Approvals for resolved tickets?

[Samuel P. Howard]

Hi.

In order to help our billing person, I am trying to find a way to alert 
her when a ticket gets resolved.  I've come up with a few options, and 
would like some thoughts, opinions, suggestions, etc:

1 - Write a custom scrip that e-mails her upon Status -> Resolved

2 - Try to convince the Approvals feature to work on Ticket Resolved, 
not Ticket Created

 From these, the pros and cons so far:

1:
  pros: should be pretty easy to implment
  cons: piles of e-mail in her inbox
  cons: the data is outside of RT, so hard for someone else to step in 
if she goes on vacation, gets sick, etc

2:
  pros: if it can be done, it should give a nice view via RT (single 
location to go to for the data)
  cons: can Approvals be convinced to work on Status->Resolved?

Right now, we have a custom field that is used in a report to find 
tickets that have not yet been billed, but there are a few problems with 
this.

1 - no timely notification (i.e. she has to run the report daily and try 
to figure out what's different to review each ticket for complete data 
needed to do the billing)
2 - if the custom field "accidentally" gets flipped, the ticket never 
shows in the report, so it never gets billed or accounted for.

Hopefully, this gives some idea of what we are trying to achieve.  
Suggestions welcome!

Thanks,
Sam