Many thanks Maurice for taking the time to do this. However it is still not possible to customise the state change for tickets which are closed without changing the notification for tickets which are set to pending.
It may often be desirable to notify the customer:- "Now your ticket is closed, if you have further problems please call us back on 123456 or alternately email us at [EMAIL PROTECTED], please keep a note of this ticket/id number for future reference etc etc" OR "Your ticket has been set to state pending whilst we investigate this problem further, please check your email soon as we may need to contact you for further information, balh blah" I have filed a bug/feature request for this. Thanks Mike On 5/13/07, Maurice James (VA) <[EMAIL PROTECTED]> wrote:
Here is the document that I tried to post to the list
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