#1301: The bounce 'Solution provided' doesn't go

Symptoms

Bounces stopped going when changing the status to Solution provided.

Solution

In version 5.7, the behavior of the bounce was changed when the ticket goes to the Solution provided status. How it works now:

• When a support staff member manually changes the status to Solution provided, the bounce will NOT be sent.
  This is done to reduce the number of emails sent to clients.
• If the ticket automatically moves from the Awaiting client response status to Solution provided due to client inactivity, the bounce will be sent.

Also, when marking a ticket as resolved, it is recommended to inform the client about this in the response.