These settings determine what happens when Agent sets Closed status to a Ticket:
•Comment marked as solution is mandatory for closing ticket: If this option is enabled it is not possible to close a ticket unless at least one comment is marked as solution. If Mandatory to add a comment when closing ticket is enabled, this added comment could be marked as the solution.
•Mandatory to add a comment when closing ticket: Enable this option to restrict closing a ticket without adding a comment. If this option is enabled a popup is displayed when Agent select Closed. The popup contains a comment text field and a checkbox to mark the comment as a solution and buttons to select Internal/Public comment. If user in popup choose to add the close comment as Internal, the ticket will be closed without sending notification for closed ticket to End User, so called Silent Close.
•Exception: If solution comment exists, no mandatory comment is needed: This option could be enabled only if Mandatory to add a comment when closing ticket is enabled. If enabled, then it is not necessary to add a comment when closing the ticket if at least one of the comments in the ticket is marked as solution. Note that if ticket is closed this way, without adding a closing comment in popup the End User will get the notification for closed ticket (see Silent Close above).
•Enable choosing which linked ticket to close: Enable this option to allow selection from a list which of the linked tickets should be closed when the current ticket is closed. When you select Closed a popup displays the Linked Tickets in a list with associated checkboxes. Selected Tickets will be closed and the rest will remain in the status they are. Note: If this option is not enabled then all the Linked Tickets are automatically closed when the original ticket is closed.
•Only send notifications configured for close statuses: This setting blocks all notifications not related to Close status. This is used to avoid multiple notifications are sent when Agent closes a ticket, e g both that ticket is closed, ticket has a new comment and ticket status is changed.
•Set as public comment default in close popup: When Agent close ticket that not have a mandatory comment (e g a solution comment) a popup is opened where Agent can submit the mandatory comment. If this checkbox is enabled the popup comment is marked as Public by default, otherwise it is marked as Internal.