[rt-users] Prevent outgoing E-Mail when Ticket is resolved

[Forrest Blount]

This is all from the scrip "On Resolve Notify Requestors."

You can modify the scrip with a custom condition to trigger only in some 
instances (rather than building a second button) or you can change the 
"Notify Requestors" option to "Notify Requestors as Comment."  RT will 
re-open a ticket when correspondence comes in, but won't for a comment 
(generally comments aren't broadcast to as large of a ticket supervisory 
audience as well).

Best luck,

Forrest

Wendler, Jürgen wrote:
> Hi Folks,
>
> I got a little question, which is hard to solve for me, so i'm askind here again.
>
> Is there any possibility to prevent this outgoing E-Mail when a Ticket is resolved?
> I know that there are scrips but my Problem is in some cases when i solve the Problem, i close the Ticket. The Requestor gets an E-Mail that the Ticket is resolved. Sometimes the Requestor replys to this E-Mail with a Thanks for good work etc. and the Ticket is reopened.
>
> I'm actually thinking of a second resolve Button, one with outgoing E-Mail when i resolve, and one without this Notification E-Mail.
>
> Anyone got a clue of how to do that?
>
> Thx in advise...
>
> Jürgen Wendler
>
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