<div>Hi all, </div>
<div>Currently I have RT set up tht it sends notification of a ticket closure to the client with a link to a customer support satisfaction survey. There exists some instances where we may not want this email to be sent.
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<div>For example, in the event that the ticket is closed and then the customer emails back to say "thanks" it currently re-opens the ticket (which we still want to happen just in case it should be re-opened) and then when the tech closes the ticket again it sends the "ticket resolved" email again.
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<div>I had a brainwave that said that I could add some custom field and write a scrip condition that would check this field on resolve to see if it should send the notice or not, but this seemed a little "hokey" to me and I just wonder if there is a better, more efficient, way to accomplish this.
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<div>Regards,</div>
<div>Warren Macey</div>
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