Problem in Configuration

Karen_Trujillo_Quint · November 9, 2007, 1:41pm

Hello
When tickets is closed or resolved and sending a (rt-comment…) by
example a : Thanks…!!, the tickets is again open and I affect to
statistics.

I have the configuration RT_SiteConfig.pm

Set ($CorrespondAddress, ‘rt-admbd-comment@uc.cl’);
Set ($CommentAddress, ‘rt-admbd-comment@uc.cl’);

This is bad ???

Thanks

Tim_Wilson1 · November 9, 2007, 1:00pm

When tickets is closed or resolved and sending a (rt-comment…) by
example a : Thanks…!!, the tickets is again open and I affect to
statistics.

Karen,

If I understand you correctly, you’re talking about the situation where a requester will reply to the ticket resolution message and reopen the ticket. Correct? If so, I’m afraid there’s nothing you can do about it. We’ve added some text to our resolution message that lets people know that there’s no need to reply unless the issue isn’t actually resolved. It becomes a training issue for the users who need to be made to understand that they don’t need to say thanks. If they want to express their thanks, encourage them to send cookies to the techs instead.

-Tim

Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE Buffalo, MN 55313
ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us

Drew_Barnes · November 9, 2007, 3:34pm

When tickets is closed or resolved and sending a (rt-comment…) by
example a : Thanks…!!, the tickets is again open and I affect to
statistics.

Karen,

If I understand you correctly, you’re talking about the situation where a requester will reply to the ticket resolution message and reopen the ticket. Correct? If so, I’m afraid there’s nothing you can do about it. We’ve added some text to our resolution message that lets people know that there’s no need to reply unless the issue isn’t actually resolved. It becomes a training issue for the users who need to be made to understand that they don’t need to say thanks. If they want to express their thanks, encourage them to send cookies to the techs instead.

-Tim

Karen_Trujillo_Quint · November 9, 2007, 6:26pm

Thanks, but I no found in WIKI

Drew Barnes escribió:

On the wiki, there should be a silent resolve or a resolve once example. The former allows you to resolve with no notification sent. The latter only sends the resolved notice on the first resolve.

Tim Wilson wrote:

On Fri, Nov 9, 2007 at  7:41 AM, in message <47346388.5030205@puc.cl>, Karen
      </pre></blockquote></blockquote></blockquote><pre wrap="">Trujillo Quintanilla <a class="moz-txt-link-rfc2396E" href="mailto:ktrujill@puc.cl">&lt;ktrujill@puc.cl&gt;</a> wrote: 


</pre>

  When tickets is closed or resolved and sending a (rt-comment..) by
example a : Thanks..!!, the tickets is again open and I affect to
statistics.
  </pre></blockquote>

Karen,

If I understand you correctly, you're talking about the situation where a requester will reply to the ticket resolution message and reopen the ticket. Correct? If so, I'm afraid there's nothing you can do about it. We've added some text to our resolution message that lets people know that there's no need to reply unless the issue isn't actually resolved. It becomes a training issue for the users who need to be made to understand that they don't need to say thanks. If they want to express their thanks, encourage them to send cookies to the techs instead. :-)

-Tim

-- 
Karen Trujillo Quintanilla
Fono: 354-5700
mailto: ktrujill@puc.cl	
Subdirección de Operaciones y Plataforma
Dirección de Informática - PUC

Drew_Barnes · November 9, 2007, 6:30pm

Ok, after searching, the silent resolve wasn’t on the wiki. It is on
Dirk Pape’s page.

http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6/
and
http://wiki.bestpractical.com/view/OnResolveOnce

Karen Trujillo Quintanilla wrote:

Karen_Trujillo_Quint · November 9, 2007, 6:54pm

Thank you, but that is only to validate with the autorespouesta
2 times to users indicating that the tickets has been resolved, there
is a way to limit or force the RT that when someone meets me, Thank you
… The tickets will not open … but stick with the status resolved

Drew Barnes escribió:

Ok, after searching, the silent resolve wasn't on the wiki. It is on Dirk Pape's page.

http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6/
and
http://wiki.bestpractical.com/view/OnResolveOnce

Karen Trujillo Quintanilla wrote:

Thanks, but I no found in WIKI

Drew Barnes escribió:

On the wiki, there should be a silent resolve or a resolve once example. The former allows you to resolve with no notification sent. The latter only sends the resolved notice on the first resolve.

Tim Wilson wrote:

  </pre>

On Fri, Nov 9, 2007 at  7:41 AM, in message <47346388.5030205@puc.cl>, Karen
          </pre></blockquote></blockquote></blockquote><pre wrap="">Trujillo Quintanilla <a class="moz-txt-link-rfc2396E" href="mailto:ktrujill@puc.cl">&lt;ktrujill@puc.cl&gt;</a> wrote: 



    </pre>

  When tickets is closed or resolved and sending a (rt-comment..) by
example a : Thanks..!!, the tickets is again open and I affect to
statistics.
      </pre></blockquote>

Karen,

If I understand you correctly, you're talking about the situation where a requester will reply to the ticket resolution message and reopen the ticket. Correct? If so, I'm afraid there's nothing you can do about it. We've added some text to our resolution message that lets people know that there's no need to reply unless the issue isn't actually resolved. It becomes a training issue for the users who need to be made to understand that they don't need to say thanks. If they want to express their thanks, encourage them to send cookies to the techs instead. :-)

-Tim

-- 
Karen Trujillo Quintanilla
Fono: 354-5700
mailto: ktrujill@puc.cl	
Subdirección de Operaciones y Plataforma
Dirección de Informática - PUC

-- 
Karen Trujillo Quintanilla
Fono: 354-5700
mailto: ktrujill@puc.cl	
Subdirección de Operaciones y Plataforma
Dirección de Informática - PUC