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