[rt-users] Different actions on "Resolved"

[BJ Blanchard]

How about just removing the global scrip for "On Resolve"??

On Sun, 2003-11-02 at 13:23, David A. Ulevitch wrote:
> 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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