Replying to "resolved" notification re-opens ticket

When a ticket is resolved, RT sends out a system notification,
“According to our records, your request has been resolved.”. Being
polite, our customers usually reply to our resolution emails with a
"thank you" – I could tell them not to, I guess, but am wondering
what others in the RT community do.

Not a deal-breaker, but I could see this getting annoying for us.

GravyFace wrote:

When a ticket is resolved, RT sends out a system notification,
“According to our records, your request has been resolved.”. Being
polite, our customers usually reply to our resolution emails with a
"thank you" – I could tell them not to, I guess, but am wondering
what others in the RT community do.

Not a deal-breaker, but I could see this getting annoying for us.

The easiest thing to do is tweak the template do add “Please don’t reply
to this message.”

Jeff

Hi Gravy,

We just disable global script #1 (On Correspond Open Tickets). You could
also replace the condition with a user-defined one that includes a check
for (status ne ‘resolved’ && status ne ‘rejected’).

Regards,
Gene

At 07:53 AM 4/29/2009, GravyFace wrote:

When a ticket is resolved, RT sends out a system notification,
“According to our records, your request has been resolved.”. Being
polite, our customers usually reply to our resolution emails with a
"thank you" – I could tell them not to, I guess, but am wondering
what others in the RT community do.

Not a deal-breaker, but I could see this getting annoying for us.

Gene LeDuc, GSEC
Security Analyst
San Diego State University

We just disable global script #1 (On Correspond Open Tickets). You could
also replace the condition with a user-defined one that includes a check for
(status ne ‘resolved’ && status ne ‘rejected’).

Thanks all – for now, I’ve edited the response message to be a bit
more clear as to why/how to respond. We’ll see how that goes.

http://wiki.bestpractical.com/view/ForkIntoNewTicketOn Wed, Apr 29, 2009 at 6:53 PM, GravyFace gravyface@gmail.com wrote:

When a ticket is resolved, RT sends out a system notification,
“According to our records, your request has been resolved.”. Being
polite, our customers usually reply to our resolution emails with a
"thank you" – I could tell them not to, I guess, but am wondering
what others in the RT community do.

Not a deal-breaker, but I could see this getting annoying for us.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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Best regards, Ruslan.

I am daring to question Ruslan’s answer, but what is the point of
creating new ticket ? might as well re-resolve the original one …
for few years I been trying to find a solution to this and there is n’t
one, you do n’t want to ignore new correspondence to resolved tickets
because it might be important (so opening the ticket again is the right
option in my opinion), over here I created new Status labelled “silent”,
so when a customer replies back to a resolved ticket with thank you etc
, our agents set the status to silent (no notifications sent etc), I
have a nightly cron job that sets the Status of silent tickets to
resolved, this is done via SQL , not the api, to avoid sending a
notification …

Regards;
Roy

Ruslan Zakirov wrote:

With forking into new ticket point is slightly different. People often
find old ticket to open a new one, so you either have to fork manually
or deal with thank you.

Up to you to decide what to use to deal with thanks, re-opens with
different problems and legal re-opens. Forking is an alternative.On Thu, Apr 30, 2009 at 1:18 PM, Raed El-Hames rfh@vialtus.com wrote:

I am daring to question Ruslan’s answer, but what is the point of creating
new ticket ? might as well re-resolve the original one …
for few years I been trying to find a solution to this and there is n’t one,
you do n’t want to ignore new correspondence to resolved tickets because it
might be important (so opening the ticket again is the right option in my
opinion), over here I created new Status labelled “silent”, so when a
customer replies back to a resolved ticket with thank you etc , our agents
set the status to silent (no notifications sent etc), I have a nightly cron
job that sets the Status of silent tickets to resolved, this is done via SQL
, not the api, to avoid sending a notification …

Regards;
Roy

Ruslan Zakirov wrote:

http://wiki.bestpractical.com/view/ForkIntoNewTicket

On Wed, Apr 29, 2009 at 6:53 PM, GravyFace gravyface@gmail.com wrote:

When a ticket is resolved, RT sends out a system notification,
“According to our records, your request has been resolved.”. Being
polite, our customers usually reply to our resolution emails with a
"thank you" – I could tell them not to, I guess, but am wondering
what others in the RT community do.

Not a deal-breaker, but I could see this getting annoying for us.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.