[rt-users] Disable sending "resolved" email to requestors

[Rick Russell]

It's all scriptable (or, umm, scrippable). Look through the default 
scripts; you should have an action that triggers "On Resolve Notify 
Requestors with Template Blah"

Just disable that script to turn off the resolve notification.

I addressed the problem differently in our RT setup. I created a custom 
field called "Send Resolve Notice" with a default value of "Yes".
When you resolve a ticket, it checks the status of that field, then sends 
e-mail only if the field is set to "Yes". Then it sets the field to "No". 
Subsequent resolves will not send the resolved message.

Rick R.



Daniel Netz wrote:
> We're using RT to handle support errands for our 
> IT department and it works great, the only quirk is 
 > that sometimes we resolve a ticket and our users
 > reply to the "resolved" email without realizing they're
 > opening the ticket again. Is it possible to make
 > this "resolved" email optional?

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Rick Russell
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