Change Default Comment to reply on resolve


#1

Hello

I need to set the default to “reply” when resolving a ticket. I searched this forum and visited these links:


But the problem is i couldn’t find /Elements/Tab in my RT installation path!

what should I do now?


#2

The doc you use is outdated if you’re using RT >= 4, you just have to change the Lifecycle configuration[1]:

change:
open -> resolved' => { label => 'Resolve', update => 'Comment' },
to:
open -> resolved' => { label => 'Resolve', update => 'Respond' },

then restart RT (usually the web service).

[1] - https://docs.bestpractical.com/rt/4.4.3/RT_Config.html#Labeling-and-defining-actions