[rt-users] Resolving ticket without sending outgoing email to requestors

[Rick Russell]

We solved it this way:

  -- Create a custom field called "Send Resolve Notice", and populate it
at create time with the word "Yes".

  -- On Resolve, if the "Send Resolve Notice" field contains "Yes", send
a "resolved" message then set the field to "No".

  -- Subsequent Resolve events do not generate e-mail, since the custom
field is no longer set to "Yes". But it can be manually reset if required.


Rick R.


Davin Flatten wrote:
> Hello-
> 
> 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?
> 
> Thanks,
> Davin Flatten
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Rick Russell
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