[rt-users] replying to "resolved" notification re-opens ticket

[Gene LeDuc]

Hi Gravy,

We just disable global script #1 (On Correspond Open Tickets).  You could 
also replace the condition with a user-defined one that includes a check 
for (status ne 'resolved' && status ne 'rejected').

Regards,
Gene

At 07:53 AM 4/29/2009, GravyFace wrote:
>When a ticket is resolved, RT sends out a system notification,
>"According to our records, your request has been resolved.".  Being
>polite, our customers usually reply to our resolution emails with a
>"thank you" -- I could tell them not to, I guess, but am wondering
>what others in the RT community do.
>
>Not a deal-breaker, but I could see this getting annoying for us.


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University