[rt-users] adding stuff to emails

[Kenneth Marshall]

This is the approach we use. We did make a custom field called
send resolve notice that is set to yes initially and then to
no after the resolve notice is sent. Then the second resolve
does not send an E-mail. We may eventually add a one-click
resolve button to just change the status but it has not been
necessary.

Cheers,
Ken

On Wed, Oct 07, 2009 at 07:18:21AM -0500, Fran Fabrizio wrote:
>
> 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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