[rt-users] Resolve w/o emailing user

Josh Narins jnarins at seniorbridge.com
Tue Jan 11 10:58:00 EST 2011


Display the ticket. Click on "The Basics". Change the status there.

That's how we do it.

Our users seem to _always_ send a "Thank you!" if we resolve the ticket with a message, which reopens the ticket.

>



Josh Narins
Director of Application Development
SeniorBridge
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jnarins at seniorbridge.com

SeniorBridge
Managing Complex Chronic Care
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> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Chris Barnes
> Sent: Tuesday, January 11, 2011 10:55 AM
> To: RT-Users at lists.bestpractical.com
> Subject: [rt-users] Resolve w/o emailing user
>
> Here is another noob question (I hope you guys don't get tired of
> these).
>
> Last week our mysql server crapped out on us and I had to restore the
> system from a backup.  We ended up loosing ~5 days worth of data for RT
> because we were using mysqlhotcopy (and who knew hotcopy didn't copy
> all
> of the mysql database types).
>
> At any rate, when we restored - RT was back to the way it was 5 days
> prior.   Meaning there were several tickets which we had marked as
> "resolved" which were now showing up as open again.
>
>
>
> Which leads me to my question - is there any way to mark a ticket as
> resolved *without* the end-user getting an email telling them that
> their
> ticket has been closed?
>
> --
> Chris Barnes                           AOL IM: CNBarnes
> chris-barnes at tamu.edu                Yahoo IM: chrisnbarnes
> Computer Systems Manager               MSN IM: chris at txbarnes.com
> Department of Physics                      ph: 979-845-1379
> Texas A&M University                      fax: 979-845-2590



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