[rt-users] ticket reopen

[Mike Friedman]

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On Mon, 30 Apr 2007 at 11:54 (-0400), Ronald Nissley wrote:

> To avoid pointlessly re-opening tickets, you could politely ask (with an 
> explanation) your users to not reply to resolve notices with thank you 
> notes.

I've set up an AutoResolve queue that helps deal with the above, as well 
as other issues.  Instead of resolving tickets, we put them in the 
AutoResolve queue.  An external (cron-driven) process that runs hourly 
resolves all tickets in that queue that have not been updated in 24 hours.

Although this was set up for a different purpose (having to do with our 
operational workflow), it also has the effect of automatically 
re-resolving tickets that were reopened spuriously.  Once resolved in the 
AutoResolved queue, a ticket will never stay unresolved more than 24 hours 
unless it is continually updated or else moved manually to another queue.

Mike
_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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