[rt-users] Different actions on "Resolved"

[Derek J. Balling]

On Nov 1, 2003, at 7:37 PM, David A. Ulevitch wrote:

>
> When marking a ticket as "Resolved" in the context of a reply the user 
> gets two emails, the reply comments in addition to the standard "your 
> ticket has been resolved, blah blah" email.
>
> We would like a way to "silently" resolve tickets without pushing an 
> email out to a user.  Is there a way we can add another status 
> (without the hackery I've read of in the archives) that is like 
> "Resolved, no email"?
>
> We like how RT works (running RT 3.0.6) but sometimes the extra 
> "Resolved" email is not needed but sometimes we like it.  ;)  A nice 
> checkbox next to the status drop-down or something would be a nice 
> solution perhaps.

For the record, I'd also vote for this ESPECIALLY in the case of:

<<< request
 >>> resolution comment
 >>> auto-note with resolution template
<<< "Thanks for getting it done"
--- ticket-reopens on that
 >>> auto-note with second resolution using resolution template