Changing the order when resolving a ticket a such to reply

RT Users
1

I would like to change all the orders in RT from comments to reply if possible. For example, when you click on resolve it shows to comment the ticket instead of correspond back to the requestors. I would like to change this functionality to always be correspond instead of comment in all places, if possible. People forget to change it and then the user complains that they never got the update.

Thanks,

Travis

Your mind is like a parachute. It must be open to be used effectively.

Do you Yahoo!?
Y! Web Hosting - Let the expert host your web site

2

Travis - it seems to me that RT wisely defaults to comment to prevent
those Embarrassing Moments in Customer Service during which one of your
support folks ‘verbally’ shreds a requestor for asking a Really Stupid
Question.

Better a user gets NO update than a potentially damaging one!

YMMV of course. I don’t know how to reverse the default, but I would not
opt to do so at my site.

-drew-
Travis wrote:

I would like to change all the orders in RT from comments to reply if
possible. For example, when you click on resolve it shows to comment
the ticket instead of correspond back to the requestors. I would like
to change this functionality to always be correspond instead of comment
in all places, if possible. People forget to change it and then the
user complains that they never got the update.

3

Travis - it seems to me that RT wisely defaults to comment to prevent
those Embarrassing Moments in Customer Service during which one of your
support folks ‘verbally’ shreds a requestor for asking a Really Stupid
Question.

Better a user gets NO update than a potentially damaging one!

How about, instead, changing the “Commit” button at the bottom of the
screen
to a pair of buttons - Commit/Comment and Commit/Reply?

Adrian

4

Yesterday Travis Zadikem wrote:

I would like to change all the orders in RT from comments to reply if
possible.

There’s two separate issues here.

For example, when you click on resolve it shows to comment the ticket
instead of correspond back to the requestors. I would like to change
this functionality to always be correspond instead of comment in all
places, if possible. People forget to change it and then the user
complains that they never got the update.

You don’t need to know much about ‘RT’ to be able to change this. As a
starting point, note that the URL for the ‘Resolve’ link ends in
something like this:

/Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=123

That’s fairly readable – update the ticket with ID 123 with a comment
action with the status defaulting to resolved. So we just want to
change that Action parameter to being something that’ll denote
correspondence instead of a comment.

What value should it have to do that? Go to the message history bit and
waft your mouse over the ‘Reply’ and ‘Comment’ links, observing the
URLs:

/Ticket/Update.html?id=1604&QuoteTransaction=123&Action=Respond
/Ticket/Update.html?id=1604&QuoteTransaction=123&Action=Comment

So we can see the difference between comments and correspondence. I
haven’t tried it, but I’m fairly sure that if you change the Action
parameter in the ‘Resolve’ link’s URL you’ll get what you want.

See ‘RTFM’ for how to make this change in a local branch if you haven’t
done this before.

That’s the solution for places with explicit links to sending one type
of message. In our place we have the same problem (people thinking
they’ve mailed clients when they’ve just sent internal comments) with
the add message box at the bottom of the ‘Jumbo’ page[*0].

Since that form is just passively there – it hasn’t been specifically
summoned up – it just stays on the default value of ‘comment’. I’d
expect it to be trivial to change the default in the HTML.

We haven’t done this because of the problem that Drew highlighted: the
potential to send internal information to a client. We have a plan to
make it so that if JavaScript is enabled the default is neither and the
user can’t submit the form until one of them has been chosen. (But we
haven’t got round to it yet.)

Good luck.

*0 Except that we’ve copied it to be at the bottom of the main display
page as well, making it the typical way people ad comments and
correspondence on the web interface. People who’ve left this alone
probably don’t suffer this problem.

Smylers
GBdirect