[rt-users] status change when reply on resolved ticket

[Asanka Gunasekera]

Thanks you Dancan and best regards




________________________________
 From: Duncan McEwan <duncan at ecs.vuw.ac.nz>
To: Asanka Gunasekera <asanka_gunasekera at yahoo.co.uk> 
Cc: rt-users at lists.bestpractical.com 
Sent: Tuesday, 28 August 2012, 3:34
Subject: Re: [rt-users] status change when reply on resolved ticket
 
Asanka,

> but what if a customer replies to an resolved ticket just to confirm that
> the work was competed to his/her satisfaction, how can I handle such a
> scenario. I dont want this reopened but add the customer reply as it is

You can't have it both ways.  Either you disable the auto open scrip in
which case you potentially miss a customer responding to a resolved ticket
to say the problem is not fixed.  Or you leave the scrip enabled in which
case you may have to manually re-resolve tickets that are reopened due to
"Thank-you" emails.

We do that latter and find it not that big a deal for our ticket volumes.  
Your situation may well be different.

I suppose you could try writing your own auto open scrip that searched
through the body of a reply to try to figure out whether it looked like it
was just saying "thank you".  Maybe someone has already put something like
this on the wiki.  If not, good luck getting something that works reliably...!

The other suggestion that has been made on the list from time to time is
to have an "On resolve" scrip with a template that includes text along
the lines of "There is no need to reply to this message to thank us if
this issue is now resolved as that will just reopen this closed ticket".
But you'll still get some users doing it anyway...

Duncan
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