Ticket action - "Mark as "Resolved""

  1. Click Add.
    The Ticket Actions page and Action Details tab is displayed.
  2. Type Mark as "Resolved" in the Action label field.
  3. Select In Progress from the Show this action for status drop-down.
  4. Click Save.
    The Actions tab is displayed.
  5. Click View next to the Mark as "Resolved" entry in the actions list.
  6. Click the Ticket Actions tab.
  7. Select Issue Resolved from the Change ticket status to drop-down.
  8. Type 168 in the Put ticket on hold for field.
  9. Click the Comments tab.
  10. Type the following in the Add public comment to ticket field: We believe this issue is now resolved. Please let us know if you are not satisfied. We will close the ticket in seven days if we don't hear from you.
  11. Click the Email tab.
  12. Select Resolved Ticket from the Send email using template drop-down.
  13. Select Custom field from the Get email address from drop-down
  14. Select Ticket Reply to address from the Field name of email address drop-down.
  15. Click Save.
    The Actions tab is displayed.