On the wiki, there should be a silent resolve or a resolve once example. The former allows you to resolve with no notification sent. The latter only sends the resolved notice on the first resolve.
Tim Wilson wrote: >>>> On Fri, Nov 9, 2007 at 7:41 AM, in message <[EMAIL PROTECTED]>, Karen >>>> > Trujillo Quintanilla <[EMAIL PROTECTED]> wrote: > > >> When tickets is closed or resolved and sending a (rt-comment..) by >> example a : Thanks..!!, the tickets is again open and I affect to >> statistics. >> > > Karen, > > If I understand you correctly, you're talking about the situation where a > requester will reply to the ticket resolution message and reopen the ticket. > Correct? If so, I'm afraid there's nothing you can do about it. We've added > some text to our resolution message that lets people know that there's no > need to reply unless the issue isn't actually resolved. It becomes a training > issue for the users who need to be made to understand that they don't need to > say thanks. If they want to express their thanks, encourage them to send > cookies to the techs instead. :-) > > -Tim > > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
