Comments
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We do this by using tasks, producing multiple tickets, so each tech can close a ticket for whatever parts they've completed. Might be an option for you.
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This bracket battle is entirely too silly.
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Link is dead, and when emailing reporting the 404 through the link on that page, I get Delivery has failed to these recipients or groups: webproductmanagers@solarwinds.com Your message wasn't delivered because the recipient's email provider rejected it.
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Ok, try under Tickets - Options - Tech Options. There's a "Default Setting for E-Mail Recipients". Make sure Client and Tech are both checked.
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Sounds like the rule you have set up for closing tickets by email uses "Save" where it needs to use "Save & E-Mail". What does the rule look like?
