Correspond vs. Comment on resolve

RT Users
1

Hi,

On RT 3.8.4, if I put my mouse over the “resolve” link on a ticket,
it goes to Update.html?Action=comment<…> How can I change
that to Action=Correspond ? Not sure where this lives. I just
want it to do correspondance by default when someone resolves a ticket vs. comment by default

Thanks.

2

Hi Sean,

I can at least point you in the right direction, but I am not sure which one
is the correct file.
$RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs:
path => “RTIR/Update.html?Action=Comment&DefaultStatus=resolved&id=$id”,
$RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs:
path => “RTIR/Update.html?Action=Comment&DefaultStatus=resolved&id=$id”,
$RTHOME/share/html/Search/Elements/BuildFormatString:
$column{Prefix} .= q{};
$RTHOME/share/html/Ticket/Elements/Tabs:
“Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=”
$RTHOME/var/mason_data/obj/2098779359/standard/Search/Elements/BuildFormatString.obj:
$column{Prefix} .= q{};
$RTHOME/var/mason_data/obj/2098779359/standard/Ticket/Elements/Tabs.obj:
"Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id="On Thu, Jul 30, 2009 at 9:10 AM, Sean stroke_of_death@yahoo.com wrote:

Hi,

On RT 3.8.4, if I put my mouse over the “resolve” link on a ticket,
it goes to Update.html?Action=comment<…> How can I change
that to Action=Correspond ? Not sure where this lives. I just
want it to do correspondance by default when someone resolves a ticket vs.
comment by default

Thanks.

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3

Sean ha scritto:

On RT 3.8.4, if I put my mouse over the “resolve” link on a ticket,
it goes to Update.html?Action=comment<…> How can I change
that to Action=Correspond ? Not sure where this lives. I just
want it to do correspondance by default when someone resolves a ticket vs. comment by default

Hi,
edit file

$RT/share/html/Ticket/Elements/Tabs near line 175 to this:

if ( $can{'ModifyTicket'} ) {
    if ( $Ticket->Status ne 'resolved' ) {
        $actions->{'G'} = {
            path =>

“Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=”
. $id,
title => loc(‘Resolve’)
};
}

HTH

Andrea Perotti

smime.p7s (3.27 KB)