Message Templates - Incident Solved WITHOUT Response
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?