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On Mon, 30 Apr 2007 at 11:54 (-0400), Ronald Nissley wrote:
To avoid pointlessly re-opening tickets, you could politely ask (with an
explanation) your users to not reply to resolve notices with thank you
notes.
I've set up an AutoResolve queue that helps deal with the above, as well
as other issues. Instead of resolving tickets, we put them in the
AutoResolve queue. An external (cron-driven) process that runs hourly
resolves all tickets in that queue that have not been updated in 24 hours.
Although this was set up for a different purpose (having to do with our
operational workflow), it also has the effect of automatically
re-resolving tickets that were reopened spuriously. Once resolved in the
AutoResolved queue, a ticket will never stay unresolved more than 24 hours
unless it is continually updated or else moved manually to another queue.
Mike
_________________________________________________________________________
Mike Friedman Information Services & Technology
[EMAIL PROTECTED] 2484 Shattuck Avenue
1-510-642-1410 University of California at Berkeley
http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu
_________________________________________________________________________
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