<html><body><div style="color:#000; background-color:#fff; font-family:times new roman, new york, times, serif;font-size:12pt">Thanks you Dancan and best regards<br><div><span><br></span></div><div><br></div> <div style="font-family: times new roman, new york, times, serif; font-size: 12pt;"> <div style="font-family: times new roman, new york, times, serif; font-size: 12pt;"> <div dir="ltr"> <font face="Arial" size="2"> <hr size="1"> <b><span style="font-weight:bold;">From:</span></b> Duncan McEwan <duncan@ecs.vuw.ac.nz><br> <b><span style="font-weight: bold;">To:</span></b> Asanka Gunasekera <asanka_gunasekera@yahoo.co.uk> <br><b><span style="font-weight: bold;">Cc:</span></b> rt-users@lists.bestpractical.com <br> <b><span style="font-weight: bold;">Sent:</span></b> Tuesday, 28 August 2012, 3:34<br> <b><span style="font-weight: bold;">Subject:</span></b> Re: [rt-users] status change when reply on resolved ticket<br> </font> </div>
<br>Asanka,<br><br>> but what if a customer replies to an resolved ticket just to confirm that<br>> the work was competed to his/her satisfaction, how can I handle such a<br>> scenario. I dont want this reopened but add the customer reply as it is<br><br>You can't have it both ways. Either you disable the auto open scrip in<br>which case you potentially miss a customer responding to a resolved ticket<br>to say the problem is not fixed. Or you leave the scrip enabled in which<br>case you may have to manually re-resolve tickets that are reopened due to<br>"Thank-you" emails.<br><br>We do that latter and find it not that big a deal for our ticket volumes. <br>Your situation may well be different.<br><br>I suppose you could try writing your own auto open scrip that searched<br>through the body of a reply to try to figure out whether it looked like it<br>was just saying "thank you". Maybe someone has already put something
like<br>this on the wiki. If not, good luck getting something that works reliably...!<br><br>The other suggestion that has been made on the list from time to time is<br>to have an "On resolve" scrip with a template that includes text along<br>the lines of "There is no need to reply to this message to thank us if<br>this issue is now resolved as that will just reopen this closed ticket".<br>But you'll still get some users doing it anyway...<br><br>Duncan<br><br><br><br><br> </div> </div> </div></body></html>