[rt-users] turning off automated e-mails

[ktm at rice.edu]

On Thu, Nov 17, 2011 at 09:53:49AM -0500, Sharon.Belliveau at frb.gov wrote:
> Tom -
> 
> When we started using RT (3.6?), we set the template to 'Blank' for all
> scrips until we figured out which messages we did want to send.  We then
> enabled the On Resolve, Reply to Requestors. Drawback: no silent resolve.
> 
> We briefly tried a user-defined scrip for a silent resolve. The scrip was
> tied to Custom Field called "Reply to Requestors?".  See the RT wiki for
> how to implement this:
> http://requesttracker.wikia.com/wiki/Silent_Resolve_%28MuteResolve_ReRedux%29
> 
> We are moving to RT 4 shortly and plan to enable scrips that will send
> email for Reply and Comments.  RT 4 has a 'Recipients' box on top of the
> page for updating ticket. This box contains a check list of those whose
> role allows them to receive the current Reply or Comment.  One can silently
> add comments by unchecking names. After we move to RT 4, we will disable
> scrip that sends a reply to requestors when the ticket is resolved. Folks
> can post a Reply when resolving at ticket if they'd like to send
> information to the Requestor.
> 
> Sharon Belliveau
> Federal Reserve Board
> 

Hi Sharon and Tom,

One approach that we use is to define a custom field called something
like "Send Resolve". Then update the resolve scrips to check for that
custom field and if it is set to no, do not send the notice.

Cheers,
Ken