Question

Currently there are some instances where it makes sense to Resolve & Close in 1 action for us. Either when a user is resolving a case they opened or resolving a case some other user opened which is now allowed with custom workflow.

This will cause 2 email notifications to be sent, 1 stating the case changed from Active to Resolved (Fixed) and another saying the case changed from Resolved (Fixed) to Closed (Fixed).

2 emails doesn't seem that bad, but when you're monitoring many cases, having to click through 2 emails when 1 would suffice gets annoying.

This is also a case where some user is subscribed to a case that was closed by the same user that opened it.

Is there any solution for this? Both status changes could be put in 1 email showing Active to Resolved and then Resolved to Closed.

Answer 1

The only solution I can think of would be to wait to send the resolution email (or any email) to see if the user then turns around and performs another action that would notify the same user. Sounds pretty slick, but it also sounds like a lot of work to save the occasional email.

Open to other ideas, if people have them.