This is the approach we use. We did make a custom field called send resolve notice that is set to yes initially and then to no after the resolve notice is sent. Then the second resolve does not send an E-mail. We may eventually add a one-click resolve button to just change the status but it has not been necessary.
Cheers, Ken On Wed, Oct 07, 2009 at 07:18:21AM -0500, Fran Fabrizio wrote: > > 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 > > _______________________________________________ > 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 _______________________________________________ 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
