With forking into new ticket point is slightly different. People often find old ticket to open a new one, so you either have to fork manually or deal with thank you.
Up to you to decide what to use to deal with thanks, re-opens with different problems and legal re-opens. Forking is an alternative. On Thu, Apr 30, 2009 at 1:18 PM, Raed El-Hames <[email protected]> wrote: > I am daring to question Ruslan's answer, but what is the point of creating > new ticket ? might as well re-resolve the original one .. > for few years I been trying to find a solution to this and there is n't one, > you do n't want to ignore new correspondence to resolved tickets because it > might be important (so opening the ticket again is the right option in my > opinion), over here I created new Status labelled "silent", so when a > customer replies back to a resolved ticket with thank you etc , our agents > set the status to silent (no notifications sent etc), I have a nightly cron > job that sets the Status of silent tickets to resolved, this is done via SQL > , not the api, to avoid sending a notification .. > > Regards; > Roy > > > > > Ruslan Zakirov wrote: >> >> http://wiki.bestpractical.com/view/ForkIntoNewTicket >> >> On Wed, Apr 29, 2009 at 6:53 PM, GravyFace <[email protected]> wrote: >> >>> >>> When a ticket is resolved, RT sends out a system notification, >>> "According to our records, your request has been resolved.". Being >>> polite, our customers usually reply to our resolution emails with a >>> "thank you" -- I could tell them not to, I guess, but am wondering >>> what others in the RT community do. >>> >>> Not a deal-breaker, but I could see this getting annoying for us. >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> 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 >>> >>> >> >> >> >> > -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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
