Users replying to "resolved" ticket notifications re-opens ticket

Hello,

When a ticket is resolved and the user receives an email notification
stating that their ticket was resolved the user will often send a reply
either saying “thanks” or something to that effect which adds it as a
correspondence to the ticket (good) but also sets the ticket from
resolved back to 'open (not good, extra work for us to go close the
ticket again since it wasn’t the users intention to open the issue back
up with their reply.) Any ideas for a solution to this?

-Matt

Matt Nichols wrote:

Hello,

When a ticket is resolved and the user receives an email notification
stating that their ticket was resolved the user will often send a
reply either saying “thanks” or something to that effect which adds it
as a correspondence to the ticket (good) but also sets the ticket from
resolved back to 'open (not good, extra work for us to go close the
ticket again since it wasn’t the users intention to open the issue
back up with their reply.) Any ideas for a solution to this?

-Matt

I found 2 methods :

  1. user education
  2. further explanation in the resolved template that they need not reply
    unless there is still something wrong.

Both methods together works best of course.

I know this probably isn’t the answer you were looking for, but imagine
you would ignore replies to a ticket after it is closed (or create a new
one) you would have much more problems cleaning up that mess in contrast
to just closing the ticket again this time.

You could however maybe adjust some templates and use a CustomValue
field (which you set manually) to indicate that there will be no
Resolved mail sent to the user (after “thanks”-reply) to avoid having a
user loop like :
thanks -> resolved -> i thought it was already solved ? -> resolved ->
why do you keep resolving -> resolved -> stop it !
(Thrust me I’ve had this with one client at a time… )

So using CustomValue you’d have something like this :
thanks -> set CustomValue ID10T -> resolve (silent - no mail)

Vriendelijke groeten, ^ Bubbles IT
^ Oude Heerweg 175
Niels Huylebroeck ^ 9160 Lokeren, Belgie
Systeembeheerder, Programmeur ^ Tel: +32(0)9/355 13 31
niels@bubbles-it.be ^ Fax: +32(0)9/355 13 41

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that you actually look forward to the trip.

  • Caskie Stinnett, “Out of the Red”

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Hello,

–Am 22. Juni 2006 10:50:59 +0200 schrieb Niels Huylebroeck
niels@bubbles-it.be:

So using CustomValue you’d have something like this :
thanks -> set CustomValue ID10T -> resolve (silent - no mail)

we here use our silently_resolve.patch in
http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/ (available for 3.0 to
3.6), to enable a new status selectable by staff to resolve a ticket after
"thank you" without notifying anyone.

Dirk.

Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654

we here use our silently_resolve.patch in
http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/ (available for 3.0
to 3.6), to enable a new status selectable by staff to resolve a
ticket after “thank you” without notifying anyone.

Dirk.

Same thing different approach, personally I don’t really like putting in
patches for things that can be handled by the system mechanics itself.
(Also I’m running 3.6.0 myself and can’t be bothered to adjust the patch :slight_smile:

This solution may perhaps suit you better Matt. We’re all here to help :slight_smile:

Vriendelijke groeten, ^ Bubbles IT
^ Oude Heerweg 175
Niels Huylebroeck ^ 9160 Lokeren, Belgie
Systeembeheerder, Programmeur ^ Tel: +32(0)9/355 13 31
niels@bubbles-it.be ^ Fax: +32(0)9/355 13 41

… Key : http://www.bubbles-it.be/pgp/niels.asc
… Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F …
… Keyserver : http://pgp.mit.edu Key-ID : 0x80FAAF0F …

A diplomat is a person who can tell you to go to hell in such a way
that you actually look forward to the trip.

  • Caskie Stinnett, “Out of the Red”

Matt Nichols wrote:

Hello,

When a ticket is resolved and the user receives an email notification
stating that their ticket was resolved the user will often send a
reply either saying “thanks” or something to that effect which adds it
as a correspondence to the ticket (good) but also sets the ticket from
resolved back to 'open (not good, extra work for us to go close the
ticket again since it wasn’t the users intention to open the issue
back up with their reply.) Any ideas for a solution to this?

-Matt

A third solution could be found here :
http://wiki.bestpractical.com/index.cgi?OnResolveOnce
If you where to change the default scrip where it says in the condition
OnResolve, replace it with OnResolveOnce like described in the link.

Vriendelijke groeten, ^ Bubbles IT
^ Oude Heerweg 175
Niels Huylebroeck ^ 9160 Lokeren, Belgie
Systeembeheerder, Programmeur ^ Tel: +32(0)9/355 13 31
niels@bubbles-it.be ^ Fax: +32(0)9/355 13 41

… Key : http://www.bubbles-it.be/pgp/niels.asc
… Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F …
… Keyserver : http://pgp.mit.edu Key-ID : 0x80FAAF0F …

A diplomat is a person who can tell you to go to hell in such a way
that you actually look forward to the trip.

  • Caskie Stinnett, “Out of the Red”

Where does one apply this said patch?

Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps

Dirk Pape wrote: