I’ve been noticing a lot of tickets that are being created because a
ticket was resolved when someone was out of the office. The thing creating
the tickets is the “Out of Office” auto-reply. There are components of
this message that I can count on as always being the same. Does anyone
have a suggestion as to how I can keep these from being created as
tickets? Here is the progression:
- A user has a ticket that is resolved while they are out on vacation
- The technician closes the ticket and RT sends them a message
- Their email account (we use Domino) automatically sends a message back
to RT stating that the employee is out of the office.
- If we close the ticket that was auto created before they get back from
vacation, this whole process starts over again.
The main problem has to do with accuracy. Our department wants to make
sure that our data is as accurate as possible, and this kind of situation
throws it off a bit.
Thanks in advance for your suggestions…