[rt-users] turning off automated e-mails

ktm at rice.edu ktm at rice.edu
Thu Nov 17 10:03:10 EST 2011

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.


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