KACE Product Support

By default when a ticket is closed the resolution is not sent. In fact the only way to get the resolution would be to use a ticket rule so if that is the case in your environment then you must have a ticket rule today that is driving the behaviour you do not like.

Do you have a rule? If so what are it's contents?

Hi Gerald

Out settings for email on events are, Ticket Closed is unchecked and also Resolution Change is unchecked. The system ticket rules "emailonclosed" is disabled and the only rule we have that relates to the resolution we paid for to be created by KACE that enforces a resolution text for all closed tickets.

The email that the end user receives when the owner adds a comment, a resolution and closes the ticket is below:-

Added resolution text.
Changed ticket Status from "New" to "Closed".
Changed ticket Owner from Unassigned to "Owner".

This is the comment

Resolution:
This is the resolution

If I respond to a ticket and enter a comment the user receives an email stating the comment, if I then add a resolution and close the ticket the user does not receive an email. Therefore the issue is when we add a comment and a resolution and close the ticket in one action.

Thanks

Can you delete the resolution part from the ticket rule?

Hi Gerald

I am assuing that you want me to disable the resolution part from the enforce resolution ticket rule as this is the only rule we have relating to resolution, I have disabled the whole rule and we get the same results.
I have tested now with several test tickets,

Test1
Ticket created
Comment added by owner = email sent with comment to submitter
Resolution added by owner = no email sent to submitter
comment added by owner = email sent to submitter with comment only
Resolution added by owner and ticket closed = no email sent to submitter

Test 2
Ticket created
Comment added by owner = email sent with comment to submitter
Resolution added by owner = no email sent to submitter
comment added by owner = email sent to submitter with comment only
Comment and Resolution added by owner and ticket closed = email sent to submitter with comment and resolution

It seems that if you enter a comment, then whatever else you do at the same time gets emailed to the submitter.

Thanks

The way that I understood it was that you were getting the resolution email before. If so the lack of a resolution is a big change and an answer to your original question no? If not, I think we need more specifics to troubleshoot this fairly. We're now running into the area where we need to know your settings (checkboxes) for email on events as well as seeing the contents of the emails as compared to the content of the email templates and lastly an examination of your rules.