Solutions -

I would like to be able to easily send a "solution" article in a reply to a request for a user to try to see if that answers their question / satisfies the request. I know a solution can be copied over to the resolution easily ... but from what I am seeing, that doesn't get sent out to the requester until the request is resolved/closed. I don't necessarily want to mark the ticket as resolved/closed until I have verification that the requester is good to go.

For example - as one of my published solutions, I have instruction on how to access and release quarantined e-mail. A request is generated from e-mail from a user that isn't receiving an expected e-mail. I want to send the user this published solution (for this issue and any related future issues) via a reply but leaving the ticket in Pending status until the user verifies that the solution worked.

Is there an easy way to accomplish this? Or am I missing something?