[rt-users] Close with and without notification

Warren Macey warren.macey at gmail.com
Wed Apr 25 09:42:17 EDT 2007

Hi all,
Currently I have RT set up tht it sends notification of a ticket closure to
the client with a link to a customer support satisfaction survey.  There
exists some instances where we may not want this email to be sent.

For example, in the event that the ticket is closed and then the customer
emails back to say "thanks" it currently re-opens the ticket (which we still
want to happen just in case it should be re-opened) and then when the tech
closes the ticket again it sends the "ticket resolved" email again.

I had a brainwave that said that I could add some custom field and write a
scrip condition that would check this field on resolve to see if it should
send the notice or not, but this seemed a little "hokey" to me and I just
wonder if there is a better, more efficient, way to accomplish this.

Warren Macey
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