Adding stuff to emails

I’ve been asked to add “NO NOT REPLY” in a large font to the RT-generated
trouble ticket emails because a couple people keep doing things like
replying to trouble tickets to say “thanks” and the like. This bugs me on
several counts. 1) Asking users not to use email seems to defeat much of
the utility of RT. 2) I’m not clear at all how to do this. The book
doesn’t address this. 3) It seems like it would be a big thing to
implement HTML-ized email for RT.

David Griffith
dgriffi@cs.csubak.edu

A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?

I’ve been asked to add “NO NOT REPLY” in a large font to the RT-generated
trouble ticket emails because a couple people keep doing things like
replying to trouble tickets to say “thanks” and the like. This bugs me on
several counts. 1) Asking users not to use email seems to defeat much of
the utility of RT.

sure :wink:

  1. I’m not clear at all how to do this. The book
    doesn’t address this.

you just have to add this text to the corresponding template (global or
for selected queues). For example on a default RT installation you would
modify Configuration->Global->Templates->AutoReply to add this text to
all auto-replies on ticket creations.

The choice of templates to modify depends of your configuration,
especially your scrips.

  1. It seems like it would be a big thing to
    implement HTML-ized email for RT.

In 3.8.x RT as support for writting answers using a wysiwyg editor.

using html in templates is a little bit more tricky I think …

  1. It seems like it would be a big thing to
    implement HTML-ized email for RT.

In 3.8.x RT as support for writting answers using a wysiwyg editor.
using html in templates is a little bit more tricky I think …

docs/templates.pod talks about what is required to htmlize your
templates.

-kevin

I’ve been asked to add “NO NOT REPLY” in a large font to the RT-generated
trouble ticket emails because a couple people keep doing things like
replying to trouble tickets to say “thanks” and the like. This bugs me
If the only problem is having to re-close tickets for “lusers,” see the wiki
for solutions to send no confirmation on resolution, or only on the first
resolution. Otherwise, “thanks, that worked” is not an unreasonable
response as it allows you to know that problem is really and truly solved.

Cambridge Energy Alliance: Save money. Save the planet.

In our resolved template, we just have “There is no need to reply unless
you feel this issue is still unresolved.” That cut down significantly
on the “thank you” re-opening emails, but we still get them. I decided
it was not a bad idea for my staff to see our users saying "thanks"
every now and then, so we just smile and feel good about ourselves for a
moment, then resolve them again. :slight_smile:

Jerrad Pierce wrote:

I’ve been asked to add “NO NOT REPLY” in a large font to the RT-generated
trouble ticket emails because a couple people keep doing things like
replying to trouble tickets to say “thanks” and the like. This bugs me

If the only problem is having to re-close tickets for “lusers,” see the wiki
for solutions to send no confirmation on resolution, or only on the first
resolution. Otherwise, “thanks, that worked” is not an unreasonable
response as it allows you to know that problem is really and truly solved.

Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653

This is the approach we use. We did make a custom field called
send resolve notice that is set to yes initially and then to
no after the resolve notice is sent. Then the second resolve
does not send an E-mail. We may eventually add a one-click
resolve button to just change the status but it has not been
necessary.

Cheers,
KenOn Wed, Oct 07, 2009 at 07:18:21AM -0500, Fran Fabrizio wrote:

In our resolved template, we just have “There is no need to reply unless
you feel this issue is still unresolved.” That cut down significantly on
the “thank you” re-opening emails, but we still get them. I decided it was
not a bad idea for my staff to see our users saying “thanks” every now and
then, so we just smile and feel good about ourselves for a moment, then
resolve them again. :slight_smile:

Jerrad Pierce wrote:

I’ve been asked to add “NO NOT REPLY” in a large font to the RT-generated
trouble ticket emails because a couple people keep doing things like
replying to trouble tickets to say “thanks” and the like. This bugs me

If the only problem is having to re-close tickets for “lusers,” see the
wiki
for solutions to send no confirmation on resolution, or only on the first
resolution. Otherwise, “thanks, that worked” is not an unreasonable
response as it allows you to know that problem is really and truly solved.


Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653


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