In our resolved template, we just have "There is no need to reply unless
you feel this issue is still unresolved." That cut down significantly
on the "thank you" re-opening emails, but we still get them. I decided
it was not a bad idea for my staff to see our users saying "thanks"
every now and then, so we just smile and feel good about ourselves for a
moment, then resolve them again. :-)
Jerrad Pierce wrote:
I've been asked to add "NO NOT REPLY" in a large font to the RT-generated
trouble ticket emails because a couple people keep doing things like
replying to trouble tickets to say "thanks" and the like. This bugs me
If the only problem is having to re-close tickets for "lusers," see the wiki
for solutions to send no confirmation on resolution, or only on the first
resolution. Otherwise, "thanks, that worked" is not an unreasonable
response as it allows you to know that problem is really and truly solved.
--
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653
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