Re-open helpdesk log
Whenever user reply to a helpdesk log that has been closed the system will re-open the case. For us it is very annoying because user normally reply 'thanks' which re-open the case, and we have to close the case again which trigger another helpdesk close message back to user.
Instead of using RULES to control sending a helpdesk close message back to user, is it possible to have an additional option to close send or not send a message to user when 'close' or 'save and close' under 'enter resolution' so that we can have a better control to send a message to user or not.
KL
Instead of using RULES to control sending a helpdesk close message back to user, is it possible to have an additional option to close send or not send a message to user when 'close' or 'save and close' under 'enter resolution' so that we can have a better control to send a message to user or not.
KL