[rt-users] Problem in Configuration
barnesaw at ucrwcu.rwc.uc.edu
Fri Nov 9 10:34:47 EST 2007
On the wiki, there should be a silent resolve or a resolve once
example. The former allows you to resolve with no notification sent.
The latter only sends the resolved notice on the first resolve.
Tim Wilson wrote:
>>>> On Fri, Nov 9, 2007 at 7:41 AM, in message <47346388.5030205 at puc.cl>, Karen
> Trujillo Quintanilla <ktrujill at puc.cl> wrote:
>> When tickets is closed or resolved and sending a (rt-comment..) by
>> example a : Thanks..!!, the tickets is again open and I affect to
> If I understand you correctly, you're talking about the situation where a requester will reply to the ticket resolution message and reopen the ticket. Correct? If so, I'm afraid there's nothing you can do about it. We've added some text to our resolution message that lets people know that there's no need to reply unless the issue isn't actually resolved. It becomes a training issue for the users who need to be made to understand that they don't need to say thanks. If they want to express their thanks, encourage them to send cookies to the techs instead. :-)
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