Is it possible to configure RT to send an automatic “template” to the
"requester" when the ticket is closed notifying them that the request has
been closed by the engineer/owner and giving them the opportunity to reopen
the ticket if they are not satisfied with the result.
I once evaluated a product from Intel called REQADM, it had this feature and
also automatically marked the ticket as closed after a predetermined period
of time - forcing a new ticket to be opened if the end user corresponded on
the existing request/ticket number
Any and all comments are always welcome.
FYI - REQADM, is a very comprehensive “active” support/request tracking
system with an excellent reporting language/tool - I however, found it far
to verbose and rigid to use in our environment…