Can Resolve sends reply to requestor?

RT Users
1

Is it possible to configure such that when I hit ‘resolve’ it default to ‘reply to requestors’ instead of ‘comment to admin’

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2

Kenh,

We capture the comments made during the resolve transaction with our

resolve template. That way the only comments that go out are the last
ones made at resolve time.

Kenn
LBNLOn 9/26/2007 7:44 AM, KENH KASA wrote:

Is it possible to configure such that when I hit ‘resolve’ it default to
‘reply to requestors’ instead of ‘comment to admin’

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3

is there a way to modify such that it sends back to requestor, because majority of our tickets can be resolved simply with a single response, in that case we just want the owner to send the solution and close it automatically (1 step), rather than send the solution and click on resolve (2 steps)

We capture the comments made during the resolve transaction with our
resolve template. That way the only comments that go out are the last
ones made at resolve time.

Kenn
LBNLOn 9/26/2007 7:44 AM, KENH KASA wrote:

Is it possible to configure such that when I hit ‘resolve’ it default to
‘reply to requestors’ instead of ‘comment to admin’

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mail, news, photos & more.

The rt-users Archives

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Commercial support: sales@bestpractical.com

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4

Kenh,

Yes. Create a scrip called "Notify Requestor on Resolve". In the scrip

choose “On Resolve” from the condition drop-down. Then select “Notify
Requestors” from the action drop-down. Select “Global template:
Resolved” (make sure you have such a template. If not, create one). We
have a “Resolved” template that looks like this:

This ticket has been resolved. DO NOT reply to this message!
TICKET INFORMATION:
Ticket Number : {$Ticket->Id}
Ticket Subject: {$Ticket->Subject}
Ticket Priority is: {$Ticket->Priority}
Ticket Created by: {$Ticket->CreatorObj->Name}
Ticket Created on: {substr($Ticket->Created, 0, 10)}
Ticket Owned by: {$Ticket->OwnerObj->Name}
Resolved by: {$Ticket->LastUpdatedByObj->Name}
Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;

   $Transactions = $Ticket->Transactions;
   $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
   $Transactions->OrderByCols(
       { FIELD => 'Created',  ORDER => 'DESC' },
       { FIELD => 'id',     ORDER => 'DESC' },
       );

   $CommentObj = $Transactions->First;

   if  ($CommentObj && $CommentObj->id)
   {
        $Resolution_Comment = $CommentObj->Content;
   }
   else
   {
        $Resolution_Comment = "No comment."
   }

   return $Resolution_Comment;

}
To view ticket information, enter URL:

 {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

Pick what you want to include and throw out the rest. Now you have a

template that will notify the requestor that the ticket has been
resolved along with the owners resolution comments and a scrip to
initiate this notification. You’re set. Hope this helps.

Kenn
LBNLOn 9/26/2007 11:00 AM, KENH KASA wrote:

is there a way to modify such that it sends back to requestor, because
majority of our tickets can be resolved simply with a single response,
in that case we just want the owner to send the solution and close it
automatically (1 step), rather than send the solution and click on
resolve (2 steps)

/Kenneth Crocker KFCrocker@lbl.gov/ wrote:

Kenh,


We capture the comments made during the resolve transaction with our
resolve template. That way the only comments that go out are the last
ones made at resolve time.


Kenn
LBNL

On 9/26/2007 7:44 AM, KENH KASA wrote:
 > Is it possible to configure such that when I hit 'resolve' it
default to
 > 'reply to requestors' instead of 'comment to admin'
 >
 >
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 > mail, news, photos & more.
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 >
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