Resolving ticket without sending outgoing email to requestors

Hello-

Is there anyway to resolve a ticket without sending the requesters a
confirmation email. It works fine if the user responds with a further
issue on the ticket and the ticket is opened, but our nicer users might
reply to the resolved email with ‘Thanks!’ which reopens the ticket. We
try to resolve it again, and again ‘Thanks!’. Is there a way you can
suppress this email and still resolve the ticket?

Thanks,
Davin Flatten

Davin Flatten hath declared on Thursday the 01 day of December 2005 :-:

Hello-

Is there anyway to resolve a ticket without sending the requesters a
confirmation email. It works fine if the user responds with a further
issue on the ticket and the ticket is opened, but our nicer users might
reply to the resolved email with ‘Thanks!’ which reopens the ticket. We
try to resolve it again, and again ‘Thanks!’. Is there a way you can
suppress this email and still resolve the ticket?

Disable the scrip.

As superuser:
Configuration -> Global -> Scrips -> “On Resolve Notify Requestors with template Resolved”

And set “Stage:” to “Disabled”.

(At least, thats what I did…)

  • bobb

Mr. Rogers could explain shoe-tying and make it seem like the coolest
thing in the world. He was our Uncle and older brother. He told us we
were special, and we knew he’d be there for us.
A cult leader, right down to the sneakers.

http://wiki.bestpractical.com/index.cgi?OnResolveOnce

Davin Flatten wrote:

Hello-

Is there anyway to resolve a ticket without sending the requesters a
confirmation email. It works fine if the user responds with a further
issue on the ticket and the ticket is opened, but our nicer users
might reply to the resolved email with ‘Thanks!’ which reopens the
ticket. We try to resolve it again, and again ‘Thanks!’. Is there a
way you can suppress this email and still resolve the ticket?

Thanks,
Davin Flatten


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

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Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

Davin> Is there anyway to resolve a ticket without sending the
Davin> requesters a confirmation email. It works fine if the user
Davin> responds with a further issue on the ticket and the ticket is
Davin> opened, but our nicer users might reply to the resolved email
Davin> with ‘Thanks!’ which reopens the ticket. We try to resolve it
Davin> again, and again ‘Thanks!’. Is there a way you can suppress
Davin> this email and still resolve the ticket?

Just edit the template and put in a line which says “No reply is
necessary for this email!”

Disabling the notification isn’t a great idea in my mind, because it
gives the user a notifcation that YOU think the work is done. If it’s
done, they can ignore the email. Otherwise they can reply with more
details and re-open the ticket nicely.

It’s more of a user education issue.

John

One way I combat this is by going into the Basics section and setting the
status to resolved. This doesn’t generate any mail out.

Thanks,
Tim
972-980-4991-----Original Message-----
From: Roedel, Mark [mailto:MarkRoedel@letu.edu]
Sent: Thursday, December 01, 2005 4:38 PM
To: Davin Flatten; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Resolving ticket without sending outgoing email
torequestors

We addressed the “nice user” problem here by modifying the ticket-resolved
template so that it has its reply-to address set to the address of the
ticket owner, rather than the RT email gateway address…

Mark Roedel
Web Programmer / Analyst
LeTourneau University
Longview, Texas USA

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Davin Flatten
Sent: Thursday, December 01, 2005 1:38 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Resolving ticket without sending outgoing email
torequestors

Hello-

Is there anyway to resolve a ticket without sending the requesters a
confirmation email. It works fine if the user responds with a further issue
on the ticket and the ticket is opened, but our nicer users might reply to
the resolved email with ‘Thanks!’ which reopens the ticket. We

try to resolve it again, and again ‘Thanks!’. Is there a way you can
suppress this email and still resolve the ticket?

Thanks,
Davin Flatten
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at
http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San
Francisco - Find out more at http://bestpractical.com/services/training.html

It depends on the configuration of your RT.

PS: Guys, cool discussion, I hope it’s not too hard to put summary of
the discussed variants to the wiki :)On 12/2/05, Mahoney, Tim Tim.Mahoney@magicorp.com wrote:

One way I combat this is by going into the Basics section and setting the
status to resolved. This doesn’t generate any mail out.

Thanks,
Tim
972-980-4991

Best regards, Ruslan.

Thank you for the link. This looks like the fix I was hoping for.

Thank you everyone for your suggestions.

Sincerely,
Davin Flatten

We solved it this way:

– Create a custom field called “Send Resolve Notice”, and populate it
at create time with the word “Yes”.-- On Resolve, if the “Send Resolve Notice” field contains “Yes”, send a “resolved” message then set the field to “No”. Subsequent Resolve events do not generate e-mail, since the custom field is no longer set to “Yes”. But it can be manually reset if required. Rick R. Davin Flatten wrote:

Hello-

Is there anyway to resolve a ticket without sending the requesters a
confirmation email. It works fine if the user responds with a further
issue on the ticket and the ticket is opened, but our nicer users might
reply to the resolved email with ‘Thanks!’ which reopens the ticket. We
try to resolve it again, and again ‘Thanks!’. Is there a way you can
suppress this email and still resolve the ticket?

Thanks,
Davin Flatten


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

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at
http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html

Rick Russell
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We solved it this way:

– Create a custom field called “Send Resolve Notice”, and populate it
at create time with the word “Yes”.

– On Resolve, if the “Send Resolve Notice” field contains “Yes”, send
a “resolved” message then set the field to “No”.

– Subsequent Resolve events do not generate e-mail, since the custom
field is no longer set to “Yes”. But it can be manually reset if required.

That’s neat - good tip!

Could you possibly put the details into the Wiki? Not necessary of
course, but your solution is novel and others would benefit from it.

Regards,

Ranbir

Kanwar Ranbir Sandhu
Systems Aligned Inc.
www.systemsaligned.com