Hs anyone modified, or know a way to modify, the Resolve template to
display the original ticket request and subsequent correspondence to the
requestor, upon resolving a ticket?
By doing this, this may eliminate the issue of tickets being opened
again by requestor, as the requestor will have a complete summary.
Also, when the ticket is resolved, by displaying all the ticket
comments, it would eliminate two messages sent on Resolve, as the person
handling the ticket can use the default “comment” setting. Finally, the
user gets a more meaningful message for their records.
Thank you for your help.
Consulting System Administrator
DigitalGlobe ®, An Imaging and Information Company