Hi John,
I ran into the same "resolved but no comments sent" issue. I found that
the stuff you type into the message box gets treated as a separate
correspond transaction first, then the ticket gets resolved. So I had my
Resolved template look for an unsent correspondence and, if found, attac
I remember this being a discussion thread a while back but searching the
archives I couldn't find it. I found one thread from 2003 but it didn't
address a resolution.
I resolved a ticket and then noticed my auto reply to the requestor
didn't include my resolution information. So I went back into R
