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.
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?
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