Disable sending "resolved" email to requestors

Hi,

We’re using RT to handle support errands for our IT department and it works great, the only quirk is that sometimes we resolve a ticket and our users reply to the “resolved” email without realizing they’re opening the ticket again. Is it possible to make this “resolved” email optional?

Thank in advance,
Daniel Netz
Nätverksadministratör/Network Administrator
Nationellt centrum för flexibelt lärande, CFL
http://www.cfl.se

http://www.gossamer-threads.com/lists/rt/users/37686

If that patch is still available, it worked up through 3.2.2 for sure.
I could not get it to work out of the box on my 3.4.1 test instance,
although I never did too much prying.

DB

Daniel Netz wrote:

It’s all scriptable (or, umm, scrippable). Look through the default
scripts; you should have an action that triggers “On Resolve Notify
Requestors with Template Blah”

Just disable that script to turn off the resolve notification.

I addressed the problem differently in our RT setup. I created a custom
field called “Send Resolve Notice” with a default value of “Yes”.
When you resolve a ticket, it checks the status of that field, then sends
e-mail only if the field is set to “Yes”. Then it sets the field to “No”.
Subsequent resolves will not send the resolved message.

Rick R.

Daniel Netz wrote:

We’re using RT to handle support errands for our
IT department and it works great, the only quirk is
that sometimes we resolve a ticket and our users
reply to the “resolved” email without realizing they’re
opening the ticket again. Is it possible to make
this “resolved” email optional?

Rick Russell
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