Ok, after searching, the silent resolve wasn't on the wiki. It is on Dirk Pape's page.
http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6/ and http://wiki.bestpractical.com/view/OnResolveOnce Karen Trujillo Quintanilla wrote: > 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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
