[rt-users] Users Are Too Polite

THAUVIN Blaise (Dir. Informatique) bthauvin at clearchannel.fr
Mon Feb 10 19:25:02 EST 2003


Hi,

We had the same problem in my company. We solved it by :
- Sending a mail to everyone explaining how RT works and why we set it up in
the first place (initially, people complained a lot when they saw tickets
numbers.)
- Modifying the closed ticket template to explain why the user should not
answer it, and suggesting to send a personnal mail if they were really
satisfied (subject now says : please do not reply)

It was enough to reduce significantly the number of false "reopen". Now,
most of the replies to close tickets are real "still not solved" messages. I
would not want to disable the reopen feature.

Blaise

-----Message d'origine-----
De : Derek J. Balling [mailto:dredd at megacity.org]
Envoye : lundi 10 fevrier 2003 22:31
A : rt-users at lists.fsck.com
Objet : [rt-users] Users Are Too Polite


Here's my usual problem

1.) $USER opens $TICKET
2.) $ADMIN works on $TICKET
3.) $ADMIN resolves $TICKET
4.) rt sends resolution notice, et al, to $USER
5.) $USER replies "Thank you"
6.) rt re-opens ticket.

Is there any way (per-queue preferably, the sysadmin queue is not 
nearly so polite as the helpdesk queue *grin*) to disable "messaging a 
closed ticket reopens it"?

Thanks in advance,
D

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