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Message Templates - Incident Solved WITHOUT Response

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edited Jul 9, 2021 5:45PM in System Admin and Configuration 1 comment

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Hello - We recently enabled to Message Templates, but we ran into a small problem.  When solving an incident WITHOUT responding (which does happen for us) it doesn’t send out a response, however during our test incident once we did put a response it sent a e-mail that the ticket was solved. This seems to be the default action which is good.  Is there a Message Base or something that we can alter that will allow it send out the response with OR without responding?

 

 

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