[rt-users] Comment on Resolve, rather than Reply on Resolve?

Schultz, Eric ESchultz at corp.untd.com
Wed Dec 14 13:47:21 EST 2005

I agree with the knob recommendation.  A lot of my users complain that they get two emails when a ticket is resolved.  I explain this is because there are two different scrips, and that sometimes you will want to set the status without making a comment/reply.  (But of course, users don't care why it doesn't work like they want, they just want it fixed.)  I had thought about tweaking the scrips to get the desired result, but I would have to replace the "on status change send reply" with two scrips, one that has an exception for if it is resolved, and replace the "on correspond" with two scrips.  Or maybe just tweak the latter to accomodate for the former.  Not sure, I hadn't tried to map it out, but it's not necessarily straightforward.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Stephen
Sent: Wednesday, December 14, 2005 10:37 AM
To: brian mccabe
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Comment on Resolve, rather than Reply on

I'm just conjecturing here, but in my mind there's two *standard* ways to deal with the idea of ticket resolution.

1) Query: Ensure that the requestor is absolutely satisfied with your resolution (or acknowledges that you can't do any further work on it) and close it when they respond.
2) Notify: Tell the requestor that you are done with the ticket and close it in one fell swoop.

I believe that bestpractical subscribes to the first notion.  That the requestor will send the final "It's working now." or "Thanks!" and that you then resolve the ticket with no further correspondence.
This avoids the problem of the second form where most likely you say "Your solution is XYZ - I'm resolving this ticket now" and the requestor comes back with "thank you" and the ticket re-opens.
The first is more verbose, however, and perhaps not in tune with standard system-administrator thinking "here ya go, have a nice life".  You can also end up with lots of tickets in wait-mode on user response.

It would be nice if there was some sort of global RT_SiteConfig.pm knob like "ResolvePolicy" that would make things behave according to the established site policy.

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