[rt-users] Different actions on "Resolved"

[David A. Ulevitch]

Bob Goldstein wrote:

>>Derek J. Balling wrote:
>>
>>    
>>
>>>For the record, I'd also vote for this ESPECIALLY in the case of:
>>>
>>><<< request
>>>      
>>>
>>>>>>resolution comment
>>>>>>auto-note with resolution template
>>>>>>            
>>>>>>
>>><<< "Thanks for getting it done"
>>>--- ticket-reopens on that
>>>      
>>>
>>>>>>auto-note with second resolution using resolution template
>>>>>>            
>>>>>>
>>This is exactly one of the reasons. 
>>
>>Another is that we get users who write to our donation queue and then 
>>often write to the support queue to "let us know" they donated and our 
>>support queue's resolved message auto-email says something like "If 
>>you're happy with your support please consider donating" which doesn't 
>>make sense since they've just emailed us to let us know they donated and 
>>marking it as rejected doesn't seem right either although it is a solution.
>>
>>These aren't major issues, but are kinda annoying.  The issue Derek 
>>points out is much more of an annoyance than the latter issue I point out.
>>    
>>
>
> 
> Our previous helpdesk system was set up so that if a ticket
> was closed with some comments, those comments were emails to
> all the usual suspects, including the requestor.  However, if it
> were closed without any comments, it just closes without
> any email, for exactly the reasons above.  No extra box to
> check, just no email unless there is content to put in the email.
>  
>
Bob,

If I understand you right, that'd be pretty much like getting rid of the 
resolved email all around.  Because right now if you "Reply" to a ticket 
and mark it as resolved they get your comments AND the "your issue is 
resolved" email but if you just resolve a ticket with no comments they 
only get the "your issue is resolved" email.

That's somewhat different from this situation where we *like* the 
auto-resolved email, we just want a way to disable it in some 
instances.  I'll take a look at the RT code later today if I have time.

Thanks,
davidu

----------------------------------------------------
  David A. Ulevitch - Founder, EveryDNS.Net
  Washington University in St. Louis
  http://david.ulevitch.com -- http://everydns.net
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