[rt-users] Resolving ticket without sending outgoing email torequestors

Roedel, Mark MarkRoedel at letu.edu
Thu Dec 1 17:37:35 EST 2005

We addressed the "nice user" problem here by modifying the
ticket-resolved template so that it has its reply-to address set to the
address of the ticket owner, rather than the RT email gateway address...

Mark Roedel
Web Programmer / Analyst
LeTourneau University
Longview, Texas  USA

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Davin
Sent: Thursday, December 01, 2005 1:38 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Resolving ticket without sending outgoing email


Is there anyway to resolve a ticket without sending the requesters a 
confirmation email.  It works fine if the user responds with a further 
issue on the ticket and the ticket is opened, but our nicer users might 
reply to the resolved email with 'Thanks!' which reopens the ticket.  We

try to resolve it again, and again 'Thanks!'.  Is there a way you can 
suppress this email and still resolve the ticket?

Davin Flatten

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