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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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A third solution could be found here :
<a class="moz-txt-link-freetext" href="http://wiki.bestpractical.com/index.cgi?OnResolveOnce">http://wiki.bestpractical.com/index.cgi?OnResolveOnce</a><br>
If you where to change the default scrip where it says in the condition
OnResolve, replace it with OnResolveOnce like described in the link.<br>
<pre class="moz-signature" cols="72">--
Vriendelijke groeten, ^ Bubbles IT
^ Oude Heerweg 175
Niels Huylebroeck ^ 9160 Lokeren, Belgie
Systeembeheerder, Programmeur ^ Tel: +32(0)9/355 13 31
<a class="moz-txt-link-abbreviated" href="mailto:niels@bubbles-it.be">niels@bubbles-it.be</a> ^ Fax: +32(0)9/355 13 41
.. Key : <a class="moz-txt-link-freetext" href="http://www.bubbles-it.be/pgp/niels.asc">http://www.bubbles-it.be/pgp/niels.asc</a> ..
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.. Keyserver : <a class="moz-txt-link-freetext" href="http://pgp.mit.edu">http://pgp.mit.edu</a> Key-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"</pre>
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