Resolving a re-opened ticket without notification

To my (pleasant) suprise, people who have had their problems solved
through our RT implementation have been more polite than expected. The
end result is that when the “OnResolve” Scrip sends the Resolved
template to them, they often say very nice things as a reply, like
"thanks for the fast action" or “thank you!” or whatever.

Now, this creates a slightly awkward problem…RT will re-open the
ticket as they replied to the resolved notification. If I now go in and
change the status back to Resolved, they get another resolved
notification. So far only one person has perpetuated this loop for a
few iterations, but it’s something that I’d like to avoid…

Is there any way to change the status to Resolved but “skip a scrip” on
a per-case basis? That is, some way to force a change of status and
skip any actions that would normally be run?

Or is there a better way to solve this?

Thanks,
Scott

Why not just include a note at the bottom saying:

“Please do not reply to this email unless you are experience this
problem in the future. Thanks!”

That will solve the probelm in the short term.

  • Froggy

Why not just include a note at the bottom saying:

“Please do not reply to this email unless you are experience this
problem in the future. Thanks!”

That will solve the probelm in the short term.

Heh, yes, I actually tried that. A few people said “ok” in response.
:-\

I know, it’s tough to accommodate all of the possible people out there,
but perhaps the ability to skip-a-scrip would be useful in other
instances when performing actions that are corrective in nature or
otherwise generate more “chatter” than necessary in every instance.

Scott

To my (pleasant) suprise, people who have had their problems solved
through our RT implementation have been more polite than
expected. The
end result is that when the “OnResolve” Scrip sends the Resolved
template to them, they often say very nice things as a reply, like
"thanks for the fast action" or “thank you!” or whatever.

Now, this creates a slightly awkward problem…RT will re-open the
ticket as they replied to the resolved notification. If I
now go in and
change the status back to Resolved, they get another resolved
notification. So far only one person has perpetuated this loop for a
few iterations, but it’s something that I’d like to avoid…

Is there any way to change the status to Resolved but “skip a
scrip” on
a per-case basis? That is, some way to force a change of status and
skip any actions that would normally be run?

Or is there a better way to solve this?

Hmmm, I’m pretty sure this isn’t the intended use, but you could set the
status to “Dead” instead of setting it to “Resolved” a second time.

What would be cool would be if RT just wouldn’t re-open a resolved ticket
because of an e-mail. But then you block out the users that are
legitimately writing back to say “No, that didn’t solve my problem”. I
guess RT needs to be taught to read the mail and decide whether the user is
griping or saying thank-you. Jesse, how’s that ESP scrip coming along? :wink:

I’ve often wished that there was a ‘Resolve without notification’ option in
the drop-down box or a checkbox ‘Do not notify on Close’ that you could
select when closing the ticket.

John

Hmmm, I’m pretty sure this isn’t the intended use, but you could set the
status to “Dead” instead of setting it to “Resolved” a second time.

So you know, that’s dangerous, since “dead” tickets are hidden from view
and marked for garbage collection.

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.