I’m noticing that when testing the trouble ticket process, if once complete I go to the upper right hand corner of the screen near the ticket number and above who the request is assigned to, then change the status to “complete” - then select Update and Close from the center of the screen - it sends one “Thank you” type email to the “customer”.
If I enter information in the center of the trouble ticket screen, and right below that select “Update and Close”, and then the pop up dialogue that says “choose a closing status” shows up - that 4 closing emails are sent - 2 of the status update, and 2 that say “thank you”, all with the same time stamp. Is this a glitch, or is there a setting somewhere that I am overlooking that could be causing this?
Also - is there any way to Archive the dialogue in the requests outside of the help desk? I’ve created filters for the client so that they can easily see the Closed requests, but they are a very large company and would like to know how to archive the information as opposed to only being able to see it in the help desk, for legal reasons, etc.