[rt-users] adding stuff to emails

[Fran Fabrizio]

In our resolved template, we just have "There is no need to reply unless 
you feel this issue is still unresolved."  That cut down significantly 
on the "thank you" re-opening emails, but we still get them.  I decided 
it was not a bad idea for my staff to see our users saying "thanks" 
every now and then, so we just smile and feel good about ourselves for a 
moment, then resolve them again.  :-)

Jerrad Pierce wrote:
>> I've been asked to add "NO NOT REPLY" in a large font to the RT-generated
>> trouble ticket emails because a couple people keep doing things like
>> replying to trouble tickets to say "thanks" and the like.  This bugs me
>>     
> If the only problem is having to re-close tickets for "lusers," see the wiki
> for solutions to send no confirmation on resolution, or only on the first
> resolution. Otherwise, "thanks, that worked" is not an unreasonable
> response as it allows you to know that problem is really and truly solved.
>
>   


-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653

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