This is all from the scrip "On Resolve Notify Requestors."
You can modify the scrip with a custom condition to trigger only in some
instances (rather than building a second button) or you can change the
"Notify Requestors" option to "Notify Requestors as Comment." RT will
re-open a ticket when correspondence comes in, but won't for a comment
(generally comments aren't broadcast to as large of a ticket supervisory
audience as well).
Best luck,
Forrest
Wendler, Jürgen wrote:
Hi Folks,
I got a little question, which is hard to solve for me, so i'm askind here
again.
Is there any possibility to prevent this outgoing E-Mail when a Ticket is
resolved?
I know that there are scrips but my Problem is in some cases when i solve the
Problem, i close the Ticket. The Requestor gets an E-Mail that the Ticket is
resolved. Sometimes the Requestor replys to this E-Mail with a Thanks for good
work etc. and the Ticket is reopened.
I'm actually thinking of a second resolve Button, one with outgoing E-Mail when
i resolve, and one without this Notification E-Mail.
Anyone got a clue of how to do that?
Thx in advise...
Jürgen Wendler
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