Closing ticket with resolution leaves ticket marked as "
Often we use the option to close a ticket in the resolution window as a shortcut when we have resolved the ticket; but even though the ticket is closed, and the requester received an email detailing the resolution, the "responded date" is marked as no response; when in fact a response was sent when closing the ticket in the resolution window.
We want to be able to close tickets via the resolution window without having to send an additional email via the reply button of the main ticket, which causes double work. (perhaps the status could show reply via resolution) The reasons for operating this way is often we reply in person, via phone via IM or fix the issue and then inform the requester that the issue is fixed. So the
Also on the history tab we should be able to distinguish how the request was closed, ie request closed via submitting resolution
thanks
Grant
We want to be able to close tickets via the resolution window without having to send an additional email via the reply button of the main ticket, which causes double work. (perhaps the status could show reply via resolution) The reasons for operating this way is often we reply in person, via phone via IM or fix the issue and then inform the requester that the issue is fixed. So the
Also on the history tab we should be able to distinguish how the request was closed, ie request closed via submitting resolution
thanks
Grant