This is a scrip that I've previously used on 4.2 to prevent the "thanks" replies from reopening tickets: https://rt-wiki.bestpractical.com/wiki/AutoOpenProblem
I think education would be best, but this will squelch the status changes from making the ticket active. I don't have the scrip running now in 4.4, but hopefully the idea would still apply. Aaron > On Aug 16, 2016, at 11:53 PM, Pescoller Reinhold <[email protected]> wrote: > > > Hi, > > i have following question for the following situation. A requestor send a > request and create a ticket. When the ticket is resolved he gets a notify > that his issue was resolved. But know he answer to the email with "thanks" > and reopen the ticket. Be reclosing the ticket he get the notify again and so > on in a loop. > > The checkbox notify requestor by resolving the ticket make no difference. The > question is: to reopen a ticket or change some ticket state you need the > right to modify tickets isn't it so? > > How can I configure rt to not allowing reopen ticket for the requestor or to > not notify requestor a second time? > > thanks > > I use rt 4.4.0 > > --------- > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpractical.com/training > * Los Angeles - September 12-14, 2016 --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - September 12-14, 2016
