Customizing the ticket form

RT Users
1

I’d like to be able to change the Update Type drop-down to default to
"Reply to Requestors" when the “Resolve” link is clicked instead of
"Comments (Not sent to requestors)".

What’s the best way to achieve this? If I need to modify/extend the
source, I don’t mind doing so, just don’t want to go about it the
wrong way and/or reinvent the wheel.

Thanks

2

I use this as my Resolve template:

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

Comments about the resolution of this issue:

{
my $resolution_comment;
my $Transactions = $Ticket->Transactions;

$Transactions->Limit( FIELD => ‘Type’, VALUE => ‘Comment’ );
$Transactions->OrderByCols (
{ FIELD => ‘Created’, ORDER => ‘DESC’ },
{ FIELD => ‘id’, ORDER => ‘DESC’ },
);

my $CommentObj = $Transactions->First;
if( $CommentObj && $CommentObj->id ) {
$resolution_comment = $CommentObj->Content;
}

$resolution_comment;
}

When you resolve a ticket, RT records whatever you write as a comment.
This template will pull that last comment into the outgoing Resolve
email. This is this or something very much like it is on the wiki, I
think, I didn’t write it myself.On Tue, Feb 10, 2009 at 3:03 PM, GravyFace gravyface@gmail.com wrote:

I’d like to be able to change the Update Type drop-down to default to
“Reply to Requestors” when the “Resolve” link is clicked instead of
“Comments (Not sent to requestors)”.

What’s the best way to achieve this? If I need to modify/extend the
source, I don’t mind doing so, just don’t want to go about it the
wrong way and/or reinvent the wheel.

Thanks

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