[rt-users] No confirmation mail on closing a ticket

[Drew Barnes]

On the wiki, there is a ResolveOnce scrip under contributions 
somewhere.  We use that for when someone re-opens a ticket.  The email 
doesn't go out that second time.

Frank Pater wrote:
> Hi Uli,
>
> You have a couple options, depending on your requirements:
>
> 1) Reject the ticket when you see that another RT instance is talking back. Rejecting doesn't send mail.
>
> 2) Remove the requestor e-mail address, resolve the ticket, and put the requestor address back in the ticket. This is more work, but allows you to keep the requestor address and get the ticket into the resolved state.
>
> These are the options we use, anyway. I'm sure there are others...
>
> Sincerely,
> Frank Pater
> DCANet
> http://www.dca.net
> voice: 888-4-DCANET (888-432-2638)
> fax: 302-426-6386
>
> On Thu, Jun 08, 2006 at 05:55:23PM +0200, Uli Stärk wrote:
>   
>> I have following problem. I've received an email from another RT. If I mark the request on my side as completed, my RT sends the other RT an email that the ticked is now closed. So if the other RT receives this e-mail, it automatically sends back an email as a receive-confirmation and re-opens their ticket. So we have a nice never ending round-robin system.
>>
>> Solution = ?
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>>     
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati