[rt-users] Combine "issue resolved" and the last reply/message into one single email

Stephen Turner sturner at MIT.EDU
Wed Dec 3 09:39:18 EST 2008

On Wed, 03 Dec 2008 09:34:34 -0500, Steffen Tronstad <sttr at nextgentel.com>  

> When I close a issue, the customer first get an email with the
> answer/soltion, and then a new email stating that the issue is closed.
> Could I either
> A: Combine these into one single message.
> B: Not send an email when the issue is closed (using "Reply", not
> "Resolve") at all.

Steffen -

There are two transactions in play - the reply (answer/solution) and the  
resolve. Hence two emails.

You can't combine the messages, but you can stop the 'resolve' email. Find  
the scrip that controls this email: "On resolve Notify Requestors..."
and remove it.


Stephen Turner
Senior Programmer/Analyst - SAIS

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