Comments and Resolved tickets

RT Users
1

Hello,

I am running RT 2.0.13. At my site we have RT setup so that Requestors
do not have permission to see Ticket Comments. This way our employees
can add things to tickets that they may not want the Requestor to see.
We also have a Scrip which says, On Resolve send Requestors mail with
the last Transaction made to the ticket. We use the following:

{$Transaction->Content()}

This way when we resolve a ticket, we just add some closing information
and the Requestor recieves them. The problem is that when you
"Resolve" a ticket, the information is recorded as a Comment, which the
requestor has to permission to see. Is there any way around this?

Bolivar Geraldo (Junior)
NOC Analyst

2

This way when we resolve a ticket, we just add some closing information
and the Requestor recieves them. The problem is that when you
“Resolve” a ticket, the information is recorded as a Comment, which the
requestor has to permission to see. Is there any way around this?

There are at least three ways around this, two of which don’t involve
modifying code.

  1. rather than click resolve, click reply, and change the status to
    resolved in the reply form.

  2. when clicking resolve, change the “update type” from comments to
    “reply to requestors”

  3. Dig into code to change the default. YMMV.

Derek Martin
Lead Network Engineer
ddm@skillsoft.com
(603)324-3000 x516