Final Reply (not Comment) on Resolve Patch?

On resolve, there is space given for entering one last comment, but
people always seem to assume this is sent to the requestor. Wouldn’t it
be better to have a field for sending mail (the more common case) than a
comment (a rarer case at least for us).

Of course, maybe it would be best to have both or the option of setting
things up one way or another. If the field is blank, naturally you
wouldn’t want to send anything.

If someone has patches for this (I know about the e-mail last comment on
resolve patch-- not quite the same thing) that would be great.

James “Mike” Conley

On resolve, there is space given for entering one last comment, but
people always seem to assume this is sent to the requestor. Wouldn’t it
be better to have a field for sending mail (the more common case) than a
comment (a rarer case at least for us).

Of course, maybe it would be best to have both or the option of setting
things up one way or another. If the field is blank, naturally you
wouldn’t want to send anything.

If someone has patches for this (I know about the e-mail last comment on
resolve patch-- not quite the same thing) that would be great.

Maybe I don’t understand what you want. This sounds exactly like what
the Update Type field is for on the Ticket/Update page.

Andy Harrison

Yes, this works fine on that page. It is possible I just have a bad
idea of what the normal workflow for handling a ticket is, but generally
people “Take” a ticket, go back and forth with the requestor for a while
(Ticket/Update page), and then “Resolve” the ticket. The page you end
up on when you hit “Resolve” has a field called “Message:” but this is
really a comment and not a message sent back to the requestor when the
ticket is resolved. We end up with a lot of resolved tickets but with
users that didn’t get the final message such as “I’ve put the document
you wanted in \foo\bar\doc.txt” – it is a little confusing.From: Andy Harrison [mailto:aharrison@gmail.com]
Sent: Wednesday, December 22, 2004 9:15 AM
To: Mike Conley
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Final Reply (not Comment) on Resolve Patch?

On resolve, there is space given for entering one last comment, but
people always seem to assume this is sent to the requestor. Wouldn’t
it
be better to have a field for sending mail (the more common case) than
a
comment (a rarer case at least for us).

Of course, maybe it would be best to have both or the option of
setting
things up one way or another. If the field is blank, naturally you
wouldn’t want to send anything.

If someone has patches for this (I know about the e-mail last comment
on
resolve patch-- not quite the same thing) that would be great.

Maybe I don’t understand what you want. This sounds exactly like what
the Update Type field is for on the Ticket/Update page.

Andy Harrison

Maybe your system is working different than mine…

On my system, when you “Resolve” the ticket, there’s a dropdown a few
lines above the “Message:” field labeled “Update Type:” which defaults
to “Comments (Not sent to requestors)”, but which can be changed to
"Reply to requestors."

We took the step on our system of changing the default from Comment to
Reply. We did this by copying share/html/Ticket/Elements/Tabs to
local/html/Ticket/Elements/Tabs and then changing “Action=Comment” to
"Action=Respond" in line 154 of the local copy.

Mark Roedel
Web Programmer / Analyst
LeTourneau UniversityFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Mike
Conley
Sent: Wednesday, December 22, 2004 12:04 PM
To: Andy Harrison
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Final Reply (not Comment) on Resolve Patch?

Yes, this works fine on that page. It is possible I just have a bad
idea of what the normal workflow for handling a ticket is, but generally
people “Take” a ticket, go back and forth with the requestor for a while
(Ticket/Update page), and then “Resolve” the ticket. The page you end
up on when you hit “Resolve” has a field called “Message:” but this is
really a comment and not a message sent back to the requestor when the
ticket is resolved. We end up with a lot of resolved tickets but with
users that didn’t get the final message such as “I’ve put the document
you wanted in \foo\bar\doc.txt” – it is a little confusing.

From: Andy Harrison [mailto:aharrison@gmail.com]
Sent: Wednesday, December 22, 2004 9:15 AM
To: Mike Conley
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Final Reply (not Comment) on Resolve Patch?

On resolve, there is space given for entering one last comment, but
people always seem to assume this is sent to the requestor. Wouldn’t
it
be better to have a field for sending mail (the more common case) than
a
comment (a rarer case at least for us).

Of course, maybe it would be best to have both or the option of
setting
things up one way or another. If the field is blank, naturally you
wouldn’t want to send anything.

If someone has patches for this (I know about the e-mail last comment
on
resolve patch-- not quite the same thing) that would be great.

Maybe I don’t understand what you want. This sounds exactly like what
the Update Type field is for on the Ticket/Update page.

Andy Harrison
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT wiki at http://wiki.bestpractical.com

Okay, never mind! Man, I can’t believe I’ve overlooked that twice while
staring right at it. I will change the default, so thanks for the HOWTO
on that.

Yes, this works fine on that page. It is possible I just have a bad
idea of what the normal workflow for handling a ticket is, but generally
people “Take” a ticket, go back and forth with the requestor for a while
(Ticket/Update page), and then “Resolve” the ticket. The page you end
up on when you hit “Resolve” has a field called “Message:” but this is
really a comment and not a message sent back to the requestor when the
ticket is resolved. We end up with a lot of resolved tickets but with
users that didn’t get the final message such as “I’ve put the document
you wanted in \foo\bar\doc.txt” – it is a little confusing.

I actually made a custom resolver template that bundles the last
comment with the resolve notification.

Make this a global template and then just create normal OnResolve
scrips that use that template.

---- Cut Here (make sure there’s no blank line at the very top) ----<<<<<<

This is an automated message to notify you that ticket [{$rtname}
#{$Ticket->id()}] has been resolved. Closing comments are included at
the bottom of this message.

Thank you,
{$Ticket->QueueObj->CorrespondAddress()}

Ticket Data:
{
my $CustomFields = $Ticket->QueueObj->CustomFields();
while (my $CustomField = $CustomFields->Next()) {
my $CustomFieldValues=$Ticket->CustomFieldValues($CustomField->Id);
$OUT .= $CustomField->Name;
if ($CustomFieldValues->Count) {
my $spacer;
if ( $CustomField->Type ne ‘FreeformMultiple’ and
$CustomField->Type ne ‘SelectMultiple’ ) {
$spacer = " " x (20 - length($CustomField->Name));
} else {
$spacer = “\n”;
}
$OUT .= “:” . $spacer;
} else {
$OUT .= “:\n”;
next;
}
while (my $CustomFieldValue = $CustomFieldValues->Next) {
$OUT .= " " if ( $CustomField->Type eq ‘FreeformMultiple’ or
$CustomField->Type eq ‘SelectMultiple’ );
$OUT .= $CustomFieldValue->Content . “\n”;
}
$OUT .= “\n” if ( $CustomField->Type eq ‘FreeformMultiple’ or
$CustomField->Type eq ‘SelectMultiple’ );
}
$OUT;
}

Closing Comments:

{
my $resolution_comment;
my $Transactions = $Ticket->Transactions;
$Transactions->GotoFirstItem;
while (my $Transaction = $Transactions->Next) {
$resolution_comment = $Transaction->Content() if
$Transaction->Type eq ‘Comment’;
}
$OUT .= $resolution_comment;
$OUT;
}

----end----<<<<<<<

Andy Harrison