Thanks mail

What do you do normally when you set up the script on correspond open
ticket (wich ist standard)
you resolve the ticket and the user replies “thank you”, and the ticket
automatically opens again?
(Just to know what is the most used solution instead of inserting you
don’t need to repy in the resolved template)

Thanks

Samuel

What do you do normally when you set up the script on correspond open
ticket (wich ist standard)
you resolve the ticket and the user replies “thank you”, and the ticket
automatically opens again?
(Just to know what is the most used solution instead of inserting you
don’t need to repy in the resolved template)

Grumble quietly and close the ticket. It’s hard to moan too loudly about
being thanked, even if it does cause more work. :slight_smile:

Unless you have a parser which can recognised the difference between
‘thank you’ and ‘oh and one more thing’ I don’t anything much better from
a technical point of view.

User education is your other choice, depending on who your users are.

John

Senoner Samuel wrote:

What do you do normally when you set up the script on correspond open
ticket (wich ist standard)
you resolve the ticket and the user replies “thank you”, and the
ticket automatically opens again?

We changed out default template asking people to send their thank you’s
directly to <ticket owner’s email address>. This helped in all but the
most stubborn cases.

Regards,
Harald

Hello,

–Am Donnerstag, 16. Oktober 2003 9:56 Uhr +0200 schrieb Harald Wagener
hwagener@hamburg.fcb.com:

We changed out default template asking people to send their thank you’s
directly to <ticket owner’s email address>. This helped in all but the
most stubborn cases.

we also did this, but after some time nobody read this template any more
and forgot.

So I hacked a small addition to RT3, to allow admins to resolve messages
quietly without changing any semantics of ticket status. In fact you can
even ask for that change in a custom template and use it in own scrips.

I attach it here, with usual disclaimer: use it at own risk and only if you
know what you do.

You also have to provide your own localizations is you need.

Regards,
Dirk.

silently_resolve.patch (1.3 KB)

Dirk,

This works like a charm. I think it is also good to have the thank you’s
logged with the ticket for reference.

Thanks.

Hello,

–Am Donnerstag, 16. Oktober 2003 9:56 Uhr +0200 schrieb Harald Wagener
hwagener@hamburg.fcb.com:

We changed out default template asking people to send their thank you’s
directly to <ticket owner’s email address>. This helped in all but the
most stubborn cases.

we also did this, but after some time nobody read this template any more
and forgot.

So I hacked a small addition to RT3, to allow admins to resolve messages
quietly without changing any semantics of ticket status. In fact you can
even ask for that change in a custom template and use it in own scrips.

I attach it here, with usual disclaimer: use it at own risk and only if
you

I am curious if there is a default password that people get when they
submit a ticket? I have users sending in requests, but I also want them
to be able to check their own queue without having to setup an account
manually for each user. I am also having the same trouble with the RTFM
module… I want to have the FAQ I am building available to all users
without having to login. I’m sure this can be done, just have not found
a way yet? Anyone with ideas?

-justin

Justin Burdine

Justin Burdine wrote:

I am curious if there is a default password that people get when they
submit a ticket?

Not normally, but Jesse posted some template code a while back
that autocreates one and emails the user as part of the autoreply.
It should be visible in the rt-users archives.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
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