[otrs] Status Change via note

[Andy Lubel]

Why cant we change the status of a ticket without emailing the user?

There are some internal status changes that happen before a ticket is closed
and the agents would prefer not to email the customer when they change the
status every time.

I have seen that the phone call option allows me to change the status
without emailing the customer, which is good; and it also allows the
customer to see in the ticket history when a status is changed.  But the
naming of it causes confusion..

Anyone have similar situations and found a way to make it work?

-Andy Lubel



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