[rt-users] Resolve w/o emailing user

[Josh Narins]

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
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Mobile: (917) 488-6248
Fax: (212) 994-4260
jnarins at seniorbridge.com

SeniorBridge
Managing Complex Chronic Care
http://www.seniorbridge.com


SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-----Original Message-----
> 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