[rt-users] Resolved versus Closed

[Jesse]

On Tue, Sep 12, 2000 at 11:08:44AM +0200, Jens von Bülow wrote:
> Greetings,
> 
> Is it possible to configure RT to send an automatic "template" to the
> "requester" when the ticket is closed notifying them that the request has
> been closed by the engineer/owner and giving them the opportunity to reopen
> the ticket if they are not satisfied with the result.
>
Not with RT1.  One of the neat things about RT2 is the Scrips system.
With Scrips, it's easy to add your own custom logic to do things like that.

> I once evaluated a product from Intel called REQADM, it had this feature and
> also automatically marked the ticket as closed after a predetermined period
> of time - forcing a new ticket to be opened if the end user corresponded on
> the existing request/ticket number
> 
The "automated actions based on time passing" thing is one that would be 
really cool to have for RT2.  Deborah had mentioned a while ago that she might
need to put something like that together for work, but I don't know if she
ever had time to get it working.

        -j

> Any and all comments are always welcome.
> 
> Regards
> Jens
> 
> FYI - REQADM, is a very comprehensive "active" support/request tracking
> system with an excellent reporting language/tool - I however, found it far
> to verbose and rigid to use in our environment... 
> 
> 
> 
> 
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-- 
jesse reed vincent --- root at eruditorum.org --- jesse at fsck.com 
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