We had the same problem in my company. We solved it by :
- Sending a mail to everyone explaining how RT works and why we set it up in
the first place (initially, people complained a lot when they saw tickets
- Modifying the closed ticket template to explain why the user should not
answer it, and suggesting to send a personnal mail if they were really
satisfied (subject now says : please do not reply)
It was enough to reduce significantly the number of false “reopen”. Now,
most of the replies to close tickets are real “still not solved” messages. I
would not want to disable the reopen feature.
-----Message d’origine-----De : Derek J. Balling [mailto:firstname.lastname@example.org]
Envoye : lundi 10 fevrier 2003 22:31
A : email@example.com
Objet : [rt-users] Users Are Too Polite
Here’s my usual problem
1.) $USER opens $TICKET
2.) $ADMIN works on $TICKET
3.) $ADMIN resolves $TICKET
4.) rt sends resolution notice, et al, to $USER
5.) $USER replies "Thank you"
6.) rt re-opens ticket.
Is there any way (per-queue preferably, the sysadmin queue is not
nearly so polite as the helpdesk queue grin) to disable “messaging a
closed ticket reopens it”?
Thanks in advance,
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