Perhaps it's just semantics, but I'm uncomfortable marking the request as Resolved when I'm proposing solutions to the requester, so I'm wondering if what I'm asking about is just semantics.

 

I have a resolution in my Solutions that I want to send to the user to have them work through the issue.  This is a proposed solution.  How do I get that to the user.

 

If I mark it as Resolved, SDP can trigger that this be sent to the user via the Acknowledge E-mail c users when a request is resolved, but I don't want to mark it as resolved yet, because it annoys our customers.

 

I could turn on the Acknowledge requester by e-mail when a request is update, by my customers complain of too much email from a ticket.

 

Finally, I can go to the Solutions tab and forward the proposed solution to the requester, but this isn't recorded in the ticket, which I need for documentation purposes.

 

Is there a way to do this?  If not, I'll submit a feature request for a "Propose Solution" that would either add a button to do so from the Suggested Solution Screen and make a note in the history that this has been sent to the user (this could be the proposed solution--if the user Acknowledges then perhaps this could automatically be noted in the Resolution.

 

OR make Propose Resolution to Requester and Forward Resolution to requester buttons in the Resolution tab for use after the solution has been copied to the Resolution.