So that the technicians are not closing their tickets right away and the users have time to respond I have created a resolved status. Everything works except even though I have email checked to send to submitter when status changes it will not send an automatic email to the submitter letting them know their ticket has been resolved.

I have a rule that after the ticket is in the resolved status for 3 days the status changes to waiting on client to respond and sends an email.

I tried creating rule that sends an email immediately to the submitter on ticket save when the technician changes it to resolved status but it kept changing the resolution to reopened and the status to responded.

Any help would be appreciated.
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I did respond to this but my response is gone. If you received it could you post it for me?
Answered 10/17/2011 by: GillySpy
Seventh Degree Black Belt

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I did have the submitter as a user and not myself. Yes there is an email going into the ticket when it is sent out.

I tried to set the ticket rule not to change the status to responded when the resolved email was posted into the comment section but that doesn't seem to work either.

I am kind of at a loss and how to accomplish this.

I also tried to copy the close on email and make some minor changes but that totally failed.

I really need to sit down and read an SQL book and or take a class. My problem is finding the time.
Answered 10/17/2011 by: scarpent
Fifth Degree Black Belt

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sounds like a different rule is reopening your ticket --what other rules, including system rules, do you have?

This might be more than can be tackled effectively on the forum but if you can succinctly provide:
  • the run log of all relevant rules captured immediately after ticket is saved.
  • Code of any custom rules (not system rules)
  • the precise ticket information (owner, submitter, updater, time of update)
You do say "there is an email going into the ticket when it is sent out". What is "it"? If your rule is sending an email into the ticket that may be triggering another rules as per theory above.

Knowing some SQL basics definitely helps.
Answered 10/27/2011 by: GillySpy
Seventh Degree Black Belt

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