Close with and without notification

Hi all,
Currently I have RT set up tht it sends notification of a ticket closure to
the client with a link to a customer support satisfaction survey. There
exists some instances where we may not want this email to be sent.

For example, in the event that the ticket is closed and then the customer
emails back to say “thanks” it currently re-opens the ticket (which we still
want to happen just in case it should be re-opened) and then when the tech
closes the ticket again it sends the “ticket resolved” email again.

I had a brainwave that said that I could add some custom field and write a
scrip condition that would check this field on resolve to see if it should
send the notice or not, but this seemed a little “hokey” to me and I just
wonder if there is a better, more efficient, way to accomplish this.

Regards,
Warren Macey

Hi all,
Currently I have RT set up tht it sends notification of a ticket closure to
the client with a link to a customer support satisfaction survey. There
exists some instances where we may not want this email to be sent.

For example, in the event that the ticket is closed and then the customer
emails back to say “thanks” it currently re-opens the ticket (which we still
want to happen just in case it should be re-opened) and then when the tech
closes the ticket again it sends the “ticket resolved” email again.

I had a brainwave that said that I could add some custom field and write a
scrip condition that would check this field on resolve to see if it should
send the notice or not, but this seemed a little “hokey” to me and I just
wonder if there is a better, more efficient, way to accomplish this.

Regards,
Warren Macey

This is exactly what we do here with a custom field called
“Send Resolve Notice” which defaults to Yes and is set to No
once the resolve notice has been sent once to prevent future
sends.

Ken

Hello,

–Am 25. April 2007 07:42:17 -0600 schrieb Warren Macey
warren.macey@gmail.com:

I had a brainwave that said that I could add some custom field and write
a scrip condition that would check this field on resolve to see if it
should send the notice or not, but this seemed a little “hokey” to me and
I just wonder if there is a better, more efficient, way to accomplish
this.

we use my patch which introduces a new (virtuel) status “resolved (quiet)”.
Depending on your RT version you can find it:

http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_resolve.patch
http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_resolve-3.2.3.patch
http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_resolve-3.3.patch

the latter works until 3.6.3 (and will maybe work in higher versions, too).

regards,
Dirk.

Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654

I had a brainwave that said that I could add some custom
field and write
a scrip condition that would check this field on resolve to
see if it
should send the notice or not, but this seemed a little
“hokey” to me and
I just wonder if there is a better, more efficient, way to
accomplish
this.

we use my patch which introduces a new (virtuel) status
“resolved (quiet)”.
Depending on your RT version you can find it:

<http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_res
olve.patch>
<http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_res
olve-3.2.3.patch>
<http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_res
olve-3.3.patch>

the latter works until 3.6.3 (and will maybe work in higher
versions, too).

regards,
Dirk.

What I would like to see is a checkbox that you can click to turn off
sending email for any reply (just for that reply), rather than only
for setting a particular status. I already have it so that setting the
status to ‘deleted’ does not generate email. I tried to code a solution
to this, but it was flawed.

Eric Schultz
United Online

Hello,

–Am 25. April 2007 09:49:51 -0700 schrieb “Schultz, Eric”
ESchultz@corp.untd.com:

What I would like to see is a checkbox that you can click to turn off
sending email for any reply (just for that reply), rather than only
for setting a particular status. I already have it so that setting the
status to ‘deleted’ does not generate email. I tried to code a solution
to this, but it was flawed.

that is a misunderstanding of the patch. Status is actually set to
“resolved” with this patch not to any other status. You would not want
introducing a new status or use “deleted”, because you wil have wrong
statistics then.

silently_resolved.patch is actually design for and only for the “Thanks”
szenario you mentioned.

Regards, Dirk.

Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654