-----Original Message-----
From: Strange, PJ (Philippa) [mailto:[log in to unmask]]
Sent: 05 June 2006 12:50
To: GridPP Dteam
Subject: RE: ROC/Helpdesk - feedback and procedures (FAO Philippa)
Hi
Closing tickets is one area which can be invoked directly via email
response to Footprints.
If you reply to a ticket in the normal way but make sure that on the
very first line you add status=solved then footprints will close the
ticket automatically. If the recipient thinks the issue isn't resolved
the ticket can be reopened just by replying to it. Please bear this in
mind if you close a ticket via email and then you receive a reply form
whoever saying "thanks", as the ticket will have been reopened.
Thanks for the feedback
Philippa
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