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Matt Nichols wrote:
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<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt; font-family: Arial;">Hello,<o:p></o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt; font-family: Arial;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt; font-family: Arial;">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? <o:p></o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt; font-family: Arial;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt; font-family: Arial;">-Matt<o:p></o:p></span></font></p>
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I found 2 methods :<br>
1) user education<br>
2) further explanation in the resolved template that they need not
reply unless there is still something wrong.<br>
<br>
Both methods together works best of course.<br>
<br>
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.<br>
<br>
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 :<br>
thanks -> resolved -> i thought it was already solved ? ->
resolved -> why do you keep resolving -> resolved -> stop it !<br>
(Thrust me I've had this with one client at a time... <g>)<br>
<br>
So using CustomValue you'd have something like this :<br>
thanks -> set CustomValue ID10T -> resolve (silent - no mail)<br>
<pre class="moz-signature" cols="72">--
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that you actually look forward to the trip.
- Caskie Stinnett, "Out of the Red"</pre>
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