Requestor is able to reopen ticket

Hi,

i have following question for the following situation. A requestor
send a request and create a ticket. When the ticket is resolved he gets
a notify that his issue was resolved. But know he answer to the email
with “thanks” and reopen the ticket. Be reclosing the ticket he get the
notify again and so on in a loop.

The checkbox notify requestor by resolving the ticket make no
difference. The question is: to reopen a ticket or change some ticket
state you need the right to modify tickets isn’t it so?

How can I configure rt to not allowing reopen ticket for the requestor
or to not notify requestor a second time?

thanks

I use rt 4.4.0

This is a scrip that I’ve previously used on 4.2 to prevent the “thanks” replies from reopening tickets: https://rt-wiki.bestpractical.com/wiki/AutoOpenProblem

I think education would be best, but this will squelch the status changes from making the ticket active. I don’t have the scrip running now in 4.4, but hopefully the idea would still apply.

Aaron> On Aug 16, 2016, at 11:53 PM, Pescoller Reinhold reinhold@aiding.it wrote:

Hi,

i have following question for the following situation. A requestor send a request and create a ticket. When the ticket is resolved he gets a notify that his issue was resolved. But know he answer to the email with “thanks” and reopen the ticket. Be reclosing the ticket he get the notify again and so on in a loop.

The checkbox notify requestor by resolving the ticket make no difference. The question is: to reopen a ticket or change some ticket state you need the right to modify tickets isn’t it so?

How can I configure rt to not allowing reopen ticket for the requestor or to not notify requestor a second time?

thanks

I use rt 4.4.0


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This is a scrip that I’ve previously used on 4.2 to prevent the “thanks” replies from reopening tickets: https://rt-wiki.bestpractical.com/wiki/AutoOpenProblem

I think education would be best, but this will squelch the status changes from making the ticket active. I don’t have the scrip running now in 4.4, but hopefully the idea would still apply.

Aaron

What about the extension RT-Extension-RepliesToResolved-0.02

Regards,
Ken