[rt-users] Different actions on "Resolved"

[Carl Makin]

Hi David,

On 2003.11.03 05:23, David A. Ulevitch wrote:
> If I understand you right, that'd be pretty much like getting rid of  
> the resolved email all around.  Because right now if you "Reply" to a  
> ticket and mark it as resolved they get your comments AND the "your  
> issue is resolved" email but if you just resolve a ticket with no  
> comments they only get the "your issue is resolved" email.

I had this issue and our clients were receiving two emails.  In the end  
I changed the "Resolve" button to default to "Respond" rather than  
"Comment" and set the procedure inhouse that they were to always enter  
a resolution comment.  Not a perfect solution but better than before.


Carl.