Re: [rt-users] Problem in Configuration

[Karen Trujillo Quintanilla]

Thanks, but I no found in WIKI Drew Barnes escribió: On the wiki, there should be a silent resolve or a resolve once example. The former allows you to resolve with no notification sent. The latter only sends the resolved notice on the first resolve. Tim Wilson wrote: On Fri, Nov 9, 2007 at 7:41 AM, in message <[EMAIL PROTECTED]>, Karen Trujillo Quintanilla <[EMAIL PROTECTED]> wrote: When tickets is closed or resolved and sending a (rt-comment..) by example a : Thanks..!!, the tickets is again open and I affect to statistics. Karen, If I understand you correctly, you're talking about the situation where a requester will reply to the ticket resolution message and reopen the ticket. Correct? If so, I'm afraid there's nothing you can do about it. We've added some text to our resolution message that lets people know that there's no need to reply unless the issue isn't actually resolved. It becomes a training issue for the users who need to be made to understand that they don't need to say thanks. If they want to express their thanks, encourage them to send cookies to the techs instead. :-) -Tim -- Karen Trujillo Quintanilla Fono: 354-5700 mailto: [EMAIL PROTECTED] Subdirección de Operaciones y Plataforma Dirección de Informática - PUC

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