Good morning,

I am curious, as many of my questions and requests of late are in trying to clean up what the users see, I have another one.  When "Acknowledge requester by e-mail when the request is updated." is enabled the user gets a notification each and every time a change is made to an open ticket, which under many circumstances is fine, till you get to a resolution.  This is really where it stands out.  My update message basically states that the ticket's been updated and there may or may not be more information to follow.  However, that same message is also sent when the ticket is resolved, so you basically get an email stating the ticket is resolved, and then one stating it's been updated and is still being worked on.  These two emails which usually come within a moment or two of each other, and not necessarily in the correct order become contradictory and therefor confusing to the average user.  I have for the moment turned that notification off, but I do not wish people to not be notified of an update that is a note or something that I do not need as its own email via a callout or something.  Is there a way to stop a notification such as this in a situation if (status = resolution) then (do not send update notification) else (send update notification) and perhaps be able to stop this particular notification if there is another status that sends double causing confusion.

Obviously that code example would work nowhere, it's simply for clarification.  Clearly, I deal with some whiny, childlike employees that need everything spelled out for them, so I need things to be as easy and understandable as possible to get any sort of usage and buy in.