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

[Ruslan Zakirov]

With forking into new ticket point is slightly different. People often
find old ticket to open a new one, so you either have to fork manually
or deal with thank you.

Up to you to decide what to use to deal with thanks, re-opens with
different problems and legal re-opens. Forking is an alternative.

On Thu, Apr 30, 2009 at 1:18 PM, Raed El-Hames <rfh at vialtus.com> wrote:
> 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 ..
>
> Regards;
> Roy
>
>
>
>
> 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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>>
>>
>>
>>
>



-- 
Best regards, Ruslan.