It would be helpful if Service Agents (techs) had an option to override notification setting when making changes to an Incident. In the SolarWinds Web Help Desk, a tech could open a ticket, make multiple changes, then click Save (no email is sent to anyone unless the change was reassignment), or Save and Email. Clients and techs would get one email. In this Service Desk the tech has no control over notifications.
We have changed the Notification settings so that Requesters only get notified if a Comment is added and if an Incident is Resolved. If a tech adds a comment about why they are marking an Incident as Resolved, and then changes the State, the Requester gets two emails.
There are other scenarios where a tech does not want any notification sent. So I am not asking for any change that only applies with an Incident is Resolved.