Re: [rt-users] Users replying to "resolved" ticket notifications re-opens ticket

2006-06-22 Thread Mathew Snyder 
Where does one apply this said patch?

Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps



Dirk Pape wrote:
> Hello,
> 
> --Am 22. Juni 2006 10:50:59 +0200 schrieb Niels Huylebroeck
> <[EMAIL PROTECTED]>:
> 
>> So using CustomValue you'd have something like this :
>> thanks -> set CustomValue ID10T -> resolve (silent - no mail)
> 
> we here use our silently_resolve.patch in
>  (available for 3.0
> to 3.6), to enable a new status selectable by staff to resolve a ticket
> after "thank you" without notifying anyone.
> 
> Dirk.
> 
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Re: [rt-users] Users replying to "resolved" ticket notifications re-opens ticket

2006-06-22 Thread Niels Huylebroeck 




Matt Nichols wrote:

  
  
  

  
  Hello,
   
  When a ticket is resolved
and the user receives an email
notification stating that their ticket was resolved the user will often
send a
reply either saying “thanks” or something to that effect which adds
it as a correspondence to the ticket (good) but also sets the ticket
from
resolved back to ‘open (not good, extra work for us to go close the
ticket again since it wasn’t the users intention to open the issue back
up with their reply.) Any ideas for a solution to this? 
   
  -Matt
  

A third solution could be found here :
http://wiki.bestpractical.com/index.cgi?OnResolveOnce
If you where to change the default scrip where it says in the condition
OnResolve, replace it with OnResolveOnce like described in the link.
-- 
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Re: [rt-users] Users replying to "resolved" ticket notifications re-opens ticket

2006-06-22 Thread Niels Huylebroeck 

> we here use our silently_resolve.patch in
>  (available for 3.0
> to 3.6), to enable a new status selectable by staff to resolve a
> ticket after "thank you" without notifying anyone.
>
> Dirk.
>
Same thing different approach, personally I don't really like putting in
patches for things that can be handled by the system mechanics itself.
(Also I'm running 3.6.0 myself and can't be bothered to adjust the patch :)

This solution may perhaps suit you better Matt. We're all here to help :)

-- 
Vriendelijke groeten,  ^ Bubbles IT
   ^ Oude Heerweg 175
Niels Huylebroeck  ^ 9160 Lokeren, Belgie
Systeembeheerder, Programmeur  ^ Tel: +32(0)9/355 13 31
[EMAIL PROTECTED]^ Fax: +32(0)9/355 13 41

.. Key : http://www.bubbles-it.be/pgp/niels.asc..
.. Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F ..
.. Keyserver   : http://pgp.mit.eduKey-ID : 0x80FAAF0F ..

A diplomat is a person who can tell you to go to hell in such a way
that you actually look forward to the trip.
- Caskie Stinnett, "Out of the Red"

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Re: [rt-users] Users replying to "resolved" ticket notifications re-opens ticket

2006-06-22 Thread Dirk Pape 

Hello,

--Am 22. Juni 2006 10:50:59 +0200 schrieb Niels Huylebroeck 
<[EMAIL PROTECTED]>:



So using CustomValue you'd have something like this :
thanks -> set CustomValue ID10T -> resolve (silent - no mail)


we here use our silently_resolve.patch in 
 (available for 3.0 to 
3.6), to enable a new status selectable by staff to resolve a ticket after 
"thank you" without notifying anyone.


Dirk.

--
Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654
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Re: [rt-users] Users replying to "resolved" ticket notifications re-opens ticket

2006-06-22 Thread Niels Huylebroeck 




Matt Nichols wrote:

  
  
  

  
  Hello,
   
  When a ticket is resolved
and the user receives an email
notification stating that their ticket was resolved the user will often
send a
reply either saying “thanks” or something to that effect which adds
it as a correspondence to the ticket (good) but also sets the ticket
from
resolved back to ‘open (not good, extra work for us to go close the
ticket again since it wasn’t the users intention to open the issue back
up with their reply.) Any ideas for a solution to this? 
   
  -Matt
  

I found 2 methods :
1) user education
2) further explanation in the resolved template that they need not
reply unless there is still something wrong.

Both methods together works best of course.

I know this probably isn't the answer you were looking for, but imagine
you would ignore replies to a ticket after it is closed (or create a
new one) you would have much more problems cleaning up that mess in
contrast to just closing the ticket again this time.

You could however maybe adjust some templates and use a CustomValue
field (which you set manually) to indicate that there will be no
Resolved mail sent to the user (after "thanks"-reply) to avoid having a
user loop like :
thanks -> resolved -> i thought it was already solved ? ->
resolved -> why do you keep resolving -> resolved -> stop it !
(Thrust me I've had this with one client at a time... )

So using CustomValue you'd have something like this :
thanks -> set CustomValue ID10T -> resolve (silent - no mail)
-- 
Vriendelijke groeten,  ^ Bubbles IT
   ^ Oude Heerweg 175
Niels Huylebroeck  ^ 9160 Lokeren, Belgie
Systeembeheerder, Programmeur  ^ Tel: +32(0)9/355 13 31
[EMAIL PROTECTED]^ Fax: +32(0)9/355 13 41

.. Key : http://www.bubbles-it.be/pgp/niels.asc..
.. Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F ..
.. Keyserver   : http://pgp.mit.eduKey-ID : 0x80FAAF0F ..

A diplomat is a person who can tell you to go to hell in such a way
that you actually look forward to the trip.
- Caskie Stinnett, "Out of the Red"




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[rt-users] Users replying to "resolved" ticket notifications re-opens ticket

2006-06-21 Thread Matt Nichols 








Hello,

 

When a ticket is resolved and the user receives an email
notification stating that their ticket was resolved the user will often send a
reply either saying “thanks” or something to that effect which adds
it as a correspondence to the ticket (good) but also sets the ticket from
resolved back to ‘open (not good, extra work for us to go close the
ticket again since it wasn’t the users intention to open the issue back
up with their reply.) Any ideas for a solution to this? 

 

-Matt






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