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<TITLE>RE: [rt-users] Users Are Too Polite</TITLE>
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<P><FONT SIZE=2>Hi,</FONT>
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<P><FONT SIZE=2>We had the same problem in my company. We solved it by :</FONT>
<BR><FONT SIZE=2>- 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.)</FONT></P>
<P><FONT SIZE=2>- 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)</FONT></P>
<P><FONT SIZE=2>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.</FONT></P>
<P><FONT SIZE=2>Blaise</FONT>
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<P><FONT SIZE=2>-----Message d'origine-----</FONT>
<BR><FONT SIZE=2>De : Derek J. Balling [<A HREF="mailto:dredd@megacity.org">mailto:dredd@megacity.org</A>]</FONT>
<BR><FONT SIZE=2>Envoye : lundi 10 fevrier 2003 22:31</FONT>
<BR><FONT SIZE=2>A : rt-users@lists.fsck.com</FONT>
<BR><FONT SIZE=2>Objet : [rt-users] Users Are Too Polite</FONT>
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<P><FONT SIZE=2>Here's my usual problem</FONT>
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<P><FONT SIZE=2>1.) $USER opens $TICKET</FONT>
<BR><FONT SIZE=2>2.) $ADMIN works on $TICKET</FONT>
<BR><FONT SIZE=2>3.) $ADMIN resolves $TICKET</FONT>
<BR><FONT SIZE=2>4.) rt sends resolution notice, et al, to $USER</FONT>
<BR><FONT SIZE=2>5.) $USER replies "Thank you"</FONT>
<BR><FONT SIZE=2>6.) rt re-opens ticket.</FONT>
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<P><FONT SIZE=2>Is there any way (per-queue preferably, the sysadmin queue is not </FONT>
<BR><FONT SIZE=2>nearly so polite as the helpdesk queue *grin*) to disable "messaging a </FONT>
<BR><FONT SIZE=2>closed ticket reopens it"?</FONT>
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<P><FONT SIZE=2>Thanks in advance,</FONT>
<BR><FONT SIZE=2>D</FONT>
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<P><FONT SIZE=2>_______________________________________________</FONT>
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<P><FONT SIZE=2>Have you read the FAQ? The RT FAQ Manager lives at <A HREF="http://fsck.com/rtfm" TARGET="_blank">http://fsck.com/rtfm</A></FONT>
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