Correspond on Resolve action

RT Users
1

Anyone have any ideas on how we can use the resolve action in the web
interface as both the action of resolving and the correspondence that we
want to send.

Essentially, I want to make the resolve action function as a final
communication with the customer and a status notification. A special
template would be used, basically a combination of the correspond and
resolve templates.

Thanks,
-Anthony

2

That’s a good idea. I just added this to the bottom of my “On Resolve”
template:

{$Transaction->Content()}

Didn’t test it though.

Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Meo, Anthony
Sent: Tuesday, April 05, 2005 9:56 AM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] Correspond on Resolve action.

Anyone have any ideas on how we can use the resolve action in the web
interface as both the action of resolving and the correspondence that we want
to send.

Essentially, I want to make the resolve action function as a final
communication with the customer and a status notification. A special
template would be used, basically a combination of the correspond and resolve
templates.

Thanks,

-Anthony

3

Not sure if that is the best way to go about it. The reason I say this
is that When corresponding with the customer, the transaction is always
recorded as a Correspondence (Reply). When resolving, the transaction
is a comment. By general RT rules, comments do not get sent to the
Customers. I understand this can be easy coded around but personally I
feel it is a good practice to maintain. By never breaking that rule, you
don’t run the risk of having internal (potentially bad) comments
reaching your customers.

So, with that said, are there any ideas here how to use the resolve
transaction as a reply instead of a comment (without sending 2 emails).
But so I can build a scrip around it.

Thanks,

-AnthonyFrom: Atom Powers [mailto:APowers@PyramidBrew.com]
Sent: Tuesday, April 05, 2005 1:02 PM
To: Meo, Anthony; RT-Users@lists.bestpractical.com
Subject: RE: [rt-users] Correspond on Resolve action.

That’s a good idea. I just added this to the bottom of my “On Resolve”
template:

{$Transaction->Content()}

Didn’t test it though.

Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Meo,
Anthony
Sent: Tuesday, April 05, 2005 9:56 AM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] Correspond on Resolve action.

Anyone have any ideas on how we can use the resolve action in the web
interface as both the action of resolving and the correspondence that we
want to send.

Essentially, I want to make the resolve action function as a final
communication with the customer and a status notification. A special
template would be used, basically a combination of the correspond and
resolve templates.

Thanks,

-Anthony

4

When I resolve a ticket (RT 3.2.2) I have a drop-down for “Ticket Type” which
can be either “Comment” or “Reply to Requestors”.

Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251From: Meo, Anthony [mailto:Anthony.Meo@btci.com]
Sent: Tuesday, April 05, 2005 10:05 AM
To: Atom Powers; RT-Users@lists.bestpractical.com
Subject: RE: [rt-users] Correspond on Resolve action.

Not sure if that is the best way to go about it. The reason I say this is
that When corresponding with the customer, the transaction is always recorded
as a Correspondence (Reply). When resolving, the transaction is a comment.
By general RT rules, comments do not get sent to the Customers. I understand
this can be easy coded around but personally I feel it is a good practice to
maintain. By never breaking that rule, you don’t run the risk of having
internal (potentially bad) comments reaching your customers.

So, with that said, are there any ideas here how to use the resolve
transaction as a reply instead of a comment (without sending 2 emails). But
so I can build a scrip around it.

Thanks,

-Anthony

From: Atom Powers [mailto:APowers@PyramidBrew.com]
Sent: Tuesday, April 05, 2005 1:02 PM
To: Meo, Anthony; RT-Users@lists.bestpractical.com
Subject: RE: [rt-users] Correspond on Resolve action.

That’s a good idea. I just added this to the bottom of my “On Resolve”
template:

{$Transaction->Content()}

Didn’t test it though.

Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Meo, Anthony
Sent: Tuesday, April 05, 2005 9:56 AM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] Correspond on Resolve action.

Anyone have any ideas on how we can use the resolve action in the web
interface as both the action of resolving and the correspondence that we want
to send.

Essentially, I want to make the resolve action function as a final
communication with the customer and a status notification. A special
template would be used, basically a combination of the correspond and resolve
templates.

Thanks,

-Anthony