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

Raed El-Hames rfh at vialtus.com
Thu Apr 30 05:18:40 EDT 2009

I am daring to question Ruslan's answer, but what is the point of 
creating new ticket ? might as well re-resolve the original one ..
for few years I been trying to find a solution to this and there is n't 
one, you do n't want to ignore new correspondence to resolved tickets 
because it might be important  (so opening the ticket again is the right 
option in my opinion), over here I created new Status labelled "silent", 
so when a customer replies back to a resolved ticket with thank you etc 
, our agents set the status to silent (no notifications sent etc), I 
have a nightly cron job that sets the Status of silent tickets to 
resolved, this is done via SQL , not the api, to avoid sending a 
notification ..



Ruslan Zakirov wrote:
> http://wiki.bestpractical.com/view/ForkIntoNewTicket
> On Wed, Apr 29, 2009 at 6:53 PM, GravyFace <gravyface at gmail.com> 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.
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