Attachments missing in RESOLVED template

Hello

We have RT 3.8.4 running. Our users are missing the functionality, that when
they put ticket to RESOLVED, writing some info into message field, and
adding some attachments there, then the requestor receive the email but
WITHOUT attachment.

How we can change this ?

Currently we have to make REPLY (with that attachment) and then hitting
Resolve, but that’s 2 steps with 2 emails to the requestor, which can be
done by only one.

BR, Miroslav
View this message in context: http://old.nabble.com/Attachments-missing-in-RESOLVED-template-tp29697019p29697019.html

Hi.

Normally, the resolve is done as a comment, and the requestor only gets a notification that the ticket is resolved. If you want to do it in one step, you can click Reply, change status to resolved and add the information that you want to send to the requestor. Alternatively, you can click Resolve, and change the update type to “Reply to requestors”. You can probably change the default behavior some way, but I don’t know how.

/Johan

thanks, but this doesnt help. We don’t want to teach 300 people, that when
they need to send some file within Resolved, they have to change something.
And other thing, for RESOLVED template we have another text message as for
REPLY.
View this message in context: http://old.nabble.com/Attachments-missing-in-RESOLVED-template-tp29697019p29705877.html

Do you want to change so that all resolve messages are sent to the requestor? In that case you can use http://wiki.bestpractical.com/view/ResolveSendsReply

/Johan-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Miroslav Horvath
Sent: den 14 september 2010 09:28
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachments missing in RESOLVED template

thanks, but this doesnt help. We don’t want to teach 300 people, that when they need to send some file within Resolved, they have to change something.
And other thing, for RESOLVED template we have another text message as for REPLY.
View this message in context: http://old.nabble.com/Attachments-missing-in-RESOLVED-template-tp29697019p29705877.html

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!