[rt-users] Suggestion regarding tickets created by the "Out of Office" agent in Notes

[Drew Barnes]

MikeHamilton at clovisusd.k12.ca.us wrote:

>
> I've been noticing a lot of tickets that are being created because a 
> ticket was resolved when someone was out of the office. The thing 
> creating the tickets is the "Out of Office" auto-reply. There are 
> components of this message that I can count on as always being the 
> same. Does anyone have a suggestion as to how I can keep these from 
> being created as tickets? Here is the progression:
>
> 1) A user has a ticket that is resolved while they are out on vacation
> 2) The technician closes the ticket and RT sends them a message
> 3) Their email account (we use Domino) automatically sends a message 
> back to RT stating that the employee is out of the office.
> 4) If we close the ticket that was auto created before they get back 
> from vacation, this whole process starts over again.

This sounds like a great time to apply Russell Mosemann's OnResolve Once 
template.  I believe he sent it out to this list earlier this month.  I 
will look to see if I have that mail handy to forward to you individually.

DB

>
> The main problem has to do with accuracy. Our department wants to make 
> sure that our data is as accurate as possible, and this kind of 
> situation throws it off a bit.
>
> Thanks in advance for your suggestions...
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>