[rt-users] Users Are Too Polite

[Daniel Windura]

Hi Derek,

You can try to put "Reply-To: <some e-mail address>" in the
Resolved template after the "Subject" line.
When the $USER reply the e-mail, it should e-mail to "<some
e-mail address>" instead of the sender.

-- 

Best regards,

Daniel Windura




Derek J. Balling wrote:

Here's my usual problem

1.) $USER opens $TICKET
2.) $ADMIN works on $TICKET
3.) $ADMIN resolves $TICKET
4.) rt sends resolution notice, et al, to $USER
5.) $USER replies "Thank you"
6.) rt re-opens ticket.

Is there any way (per-queue preferably, the sysadmin queue is
not nearly so polite as the helpdesk queue *grin*) to disable
"messaging a closed ticket reopens it"?

Thanks in advance,
D

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