Just wondering, why would you not want the user to know the incident has been resolved? If your resolving on creation, I would think you may want to suppress the creation e-mail. The resolution e-mail is a note to the user their problem has been fixed and if you use surveys you give them a chance to fill out a survey. I am a big fan of surveys, we learn a lot from them. Not always good stuff but some times that's the most important stuff, what are we doing wrong. Your analysts won't tell you, your users will.
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