Different actions on "Resolved"

When marking a ticket as “Resolved” in the context of a reply the user
gets two emails, the reply comments in addition to the standard “your
ticket has been resolved, blah blah” email.

We would like a way to “silently” resolve tickets without pushing an
email out to a user. Is there a way we can add another status (without
the hackery I’ve read of in the archives) that is like “Resolved, no email”?

We like how RT works (running RT 3.0.6) but sometimes the extra
“Resolved” email is not needed but sometimes we like it. :wink: A nice
checkbox next to the status drop-down or something would be a nice
solution perhaps.

Thanks,
davidu

David A. Ulevitch - Founder, EveryDNS.Net
Washington University in St. Louis
http://david.ulevitch.comhttp://everydns.net

When marking a ticket as “Resolved” in the context of a reply the user
gets two emails, the reply comments in addition to the standard “your
ticket has been resolved, blah blah” email.

We would like a way to “silently” resolve tickets without pushing an
email out to a user. Is there a way we can add another status
(without the hackery I’ve read of in the archives) that is like
“Resolved, no email”?

We like how RT works (running RT 3.0.6) but sometimes the extra
“Resolved” email is not needed but sometimes we like it. :wink: A nice
checkbox next to the status drop-down or something would be a nice
solution perhaps.

For the record, I’d also vote for this ESPECIALLY in the case of:

<<< request

resolution comment
auto-note with resolution template
<<< “Thanks for getting it done”
— ticket-reopens on that

Derek J. Balling wrote:

For the record, I’d also vote for this ESPECIALLY in the case of:

<<< request

resolution comment
auto-note with resolution template
<<< “Thanks for getting it done”
— ticket-reopens on that
auto-note with second resolution using resolution template

This is exactly one of the reasons.

Another is that we get users who write to our donation queue and then
often write to the support queue to “let us know” they donated and our
support queue’s resolved message auto-email says something like “If
you’re happy with your support please consider donating” which doesn’t
make sense since they’ve just emailed us to let us know they donated and
marking it as rejected doesn’t seem right either although it is a solution.

These aren’t major issues, but are kinda annoying. The issue Derek
points out is much more of an annoyance than the latter issue I point out.

Thanks,
davidu

David A. Ulevitch - Founder, EveryDNS.Net
Washington University in St. Louis
http://david.ulevitch.comhttp://everydns.net

Derek J. Balling wrote:

For the record, I’d also vote for this ESPECIALLY in the case of:

<<< request

resolution comment
auto-note with resolution template
<<< “Thanks for getting it done”
— ticket-reopens on that
auto-note with second resolution using resolution template

This is exactly one of the reasons.

Another is that we get users who write to our donation queue and then
often write to the support queue to “let us know” they donated and our
support queue’s resolved message auto-email says something like “If
you’re happy with your support please consider donating” which doesn’t
make sense since they’ve just emailed us to let us know they donated and
marking it as rejected doesn’t seem right either although it is a solution.

These aren’t major issues, but are kinda annoying. The issue Derek
points out is much more of an annoyance than the latter issue I point out.

Our previous helpdesk system was set up so that if a ticket
was closed with some comments, those comments were emails to
all the usual suspects, including the requestor. However, if it
were closed without any comments, it just closes without
any email, for exactly the reasons above. No extra box to
check, just no email unless there is content to put in the email.

bobg

Bob Goldstein wrote:

Derek J. Balling wrote:

For the record, I’d also vote for this ESPECIALLY in the case of:

<<< request

resolution comment
auto-note with resolution template

<<< “Thanks for getting it done”
— ticket-reopens on that

auto-note with second resolution using resolution template

This is exactly one of the reasons.

Another is that we get users who write to our donation queue and then
often write to the support queue to “let us know” they donated and our
support queue’s resolved message auto-email says something like “If
you’re happy with your support please consider donating” which doesn’t
make sense since they’ve just emailed us to let us know they donated and
marking it as rejected doesn’t seem right either although it is a solution.

These aren’t major issues, but are kinda annoying. The issue Derek
points out is much more of an annoyance than the latter issue I point out.

Our previous helpdesk system was set up so that if a ticket
was closed with some comments, those comments were emails to
all the usual suspects, including the requestor. However, if it
were closed without any comments, it just closes without
any email, for exactly the reasons above. No extra box to
check, just no email unless there is content to put in the email.

Bob,

If I understand you right, that’d be pretty much like getting rid of the
resolved email all around. Because right now if you “Reply” to a ticket
and mark it as resolved they get your comments AND the “your issue is
resolved” email but if you just resolve a ticket with no comments they
only get the “your issue is resolved” email.

That’s somewhat different from this situation where we like the
auto-resolved email, we just want a way to disable it in some
instances. I’ll take a look at the RT code later today if I have time.

Thanks,
davidu

David A. Ulevitch - Founder, EveryDNS.Net
Washington University in St. Louis
http://david.ulevitch.comhttp://everydns.net

How about just removing the global scrip for “On Resolve”??On Sun, 2003-11-02 at 13:23, David A. Ulevitch wrote:

Bob Goldstein wrote:

Derek J. Balling wrote:

For the record, I’d also vote for this ESPECIALLY in the case of:

<<< request

resolution comment
auto-note with resolution template

<<< “Thanks for getting it done”
— ticket-reopens on that

auto-note with second resolution using resolution template

This is exactly one of the reasons.

Another is that we get users who write to our donation queue and then
often write to the support queue to “let us know” they donated and our
support queue’s resolved message auto-email says something like “If
you’re happy with your support please consider donating” which doesn’t
make sense since they’ve just emailed us to let us know they donated and
marking it as rejected doesn’t seem right either although it is a solution.

These aren’t major issues, but are kinda annoying. The issue Derek
points out is much more of an annoyance than the latter issue I point out.

Our previous helpdesk system was set up so that if a ticket
was closed with some comments, those comments were emails to
all the usual suspects, including the requestor. However, if it
were closed without any comments, it just closes without
any email, for exactly the reasons above. No extra box to
check, just no email unless there is content to put in the email.

Bob,

If I understand you right, that’d be pretty much like getting rid of the
resolved email all around. Because right now if you “Reply” to a ticket
and mark it as resolved they get your comments AND the “your issue is
resolved” email but if you just resolve a ticket with no comments they
only get the “your issue is resolved” email.

That’s somewhat different from this situation where we like the
auto-resolved email, we just want a way to disable it in some
instances. I’ll take a look at the RT code later today if I have time.

Thanks,
davidu


David A. Ulevitch - Founder, EveryDNS.Net
Washington University in St. Louis
http://david.ulevitch.comhttp://everydns.net


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Hi David,On 2003.11.03 05:23, David A. Ulevitch wrote:

If I understand you right, that’d be pretty much like getting rid of
the resolved email all around. Because right now if you “Reply” to a
ticket and mark it as resolved they get your comments AND the “your
issue is resolved” email but if you just resolve a ticket with no
comments they only get the “your issue is resolved” email.

I had this issue and our clients were receiving two emails. In the end
I changed the “Resolve” button to default to “Respond” rather than
“Comment” and set the procedure inhouse that they were to always enter
a resolution comment. Not a perfect solution but better than before.

Carl.