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

Steffen Tronstad sttr at nextgentel.com
Wed Dec 3 09:45:17 EST 2008

Very nice, thank you :)

I've now spent 1,5 hours setting up RT to be exactly what I needed, after using 5+ hours configuring 'Eventum' to find out it is way to complicated and "project-based".

Med vennlig hilsen / with kind regards 
Steffen Tronstad 
BroadPark Games drift/design 
NextGenTel AS, part of TeliaSonera Group 
Tlf: +47 466 988 46
Mail: sttr at nextgentel.com <mailto:sttr at nextgentel.com> 
 please don't print this e-mail unless you really need to. 

-----Opprinnelig melding-----
Fra: Stephen Turner [mailto:sturner at MIT.EDU] 
Sendt: 3. desember 2008 15:39
Til: Steffen Tronstad; rt-users at lists.bestpractical.com
Emne: Re: [rt-users] Combine "issue resolved" and the last reply/message into one single email

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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