Hello

I'd like to reduce the e-mails to the Requester for requests which the technician is recording

Our configuration is following, which is all right for the normal sequence of events:
- The Requester gets an e-mail when a new request is received.
- The Requester gets an e-mail when a technician is assigned.
- The Requester gets an e-mail when a request is resolved.

As a technician, I sometimes solve incidents right away at the users workplace. For documentation reasons I have to record this request in the service desk system.
I create a new incident and write the resolution and set the status to resolved. (all in one step)
The Requester gets now three e-mails. In this case it would be less confusing for the Requeste, if he only gets one (the resolved) e-mail.

Another Scenario:
I create a new incident for a requester and already assign it to a technician in one step.
In this case it would be enough for the requester to get the second e-mail only. It's unnecessary to tell the requester it's received and assigned to a technician with two e-mails.

Is there a possibility to reduce this mails? With business rules?

Regards
Markus