When a ticket is “Resolve”, and I have entered a description of what I did
to resolve in the “message” section of the ticket, that message is not
sent to the requester, he only receives the “According to our records,
your request has been resolved. If you have any further questions or
concerns, please respond to this message.” message…
Is this normal behavior? How can I change that?
Many attempts to communicate are nullified by saying too much. - Robert Greenleaf