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In our resolved template, we just have "There is no need to reply
unless you feel this issue is still unresolved." That cut down
significantly on the "thank you" re-opening emails, but we still get
them. I decided it was not a bad idea for my staff to see our users
saying "thanks" every now and then, so we just smile and feel good
about ourselves for a moment, then resolve them again. :-)<br>
<br>
Jerrad Pierce wrote:
<blockquote
cite="mid:be7163f0910062125h742e50aay6782cb2946b2dbf1@mail.gmail.com"
type="cite">
<blockquote type="cite">
<pre wrap="">I've been asked to add "NO NOT REPLY" in a large font to the RT-generated
trouble ticket emails because a couple people keep doing things like
replying to trouble tickets to say "thanks" and the like. This bugs me
</pre>
</blockquote>
<pre wrap=""><!---->If the only problem is having to re-close tickets for "lusers," see the wiki
for solutions to send no confirmation on resolution, or only on the first
resolution. Otherwise, "thanks, that worked" is not an unreasonable
response as it allows you to know that problem is really and truly solved.
</pre>
</blockquote>
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<br>
<pre class="moz-signature" cols="72">--
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
<a class="moz-txt-link-freetext" href="http://www.cis.uab.edu/">http://www.cis.uab.edu/</a>
205.934.0653</pre>
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