[rt-users] auto-resolve on response?

[Sean Perry]

Les Mikesell wrote:
> Has anyone modified RT to toggle the 'resolved' status on
> any response?  Ideally, I'd like replies using the web interface
> or emails from queue watchers to automatically set the status
> to resolved (but only on certain queues) while subsequent email
> replies from the requestor should toggle back to open as it does
> now.  These are very active queues where 99% of the traffic is
> one question/one answer and the extra work of manually setting the
> status slows things down.
> 

Just pondering out loud here.

Couldn't you make a Scrip which OnCorrespond checked who the 
corespondence came from and if From == Owner (or some other special 
thing) set the state to resolved?  The pieces should all be there for it 
I think.

Now if you ONLY use the web interface this is easy too.  Instead of 
hittng reply, choose Resolve at the top and it will reply and resolve 
the ticket in one go.  I often use the Jumbo link to modify a lot of 
ticket items at once.