How do I change the default action

RT Users
1

How do I change the default action on resolve to reply to requestor from Comments not sent to requestor TO reply to requestor?
I made a scrip that is supposed to on resolve send an email to the requestor but that only works if the ticket owner changes the drop down. We always strive to have comments on resolve so this would save us all a step.
Thanks
Janet
Janet Bass
Unix System Administration
Manufacturing Engineering Laboratory
304/Room 12
100 Bureau Dr
Mailstop 8203
Gaithersburg, MD 20899-8203
EMAIL: jbass@nist.gov
PHONE: 301-975-8425

2

Hi Janet,

See http://wiki.bestpractical.com/view/ResolveSendsReply

Cheers,
PaulOn 10/21/2010 11:07 AM, Bass, Janet E. wrote:

How do I change the default action on resolve to reply to requestor from Comments not sent to requestor TO reply to requestor?
I made a scrip that is supposed to on resolve send an email to the requestor but that only works if the ticket owner changes the drop down. We always strive to have comments on resolve so this would save us all a step.
Thanks
Janet

Janet Bass
Unix System Administration
Manufacturing Engineering Laboratory
304/Room 12
100 Bureau Dr
Mailstop 8203
Gaithersburg, MD 20899-8203
EMAIL: jbass@nist.gov
PHONE: 301-975-8425

3

Janet,

we do it by including comments in the template. Below is our “resolved”
template:

This ticket has been resolved. DO NOT REPLY to this message!
TICKET INFORMATION:
Queue : {$Ticket->QueueObj->Name}
Number : {$Ticket->Id}
Requestor : {$Ticket->Requestors->UserMembersObj->First->Name}
Created by: {$Ticket->CreatorObj->Name}
Created on: {substr($Ticket->Created, 0, 10)}
Owned by: {$Ticket->OwnerObj->Name}
Development Started: {substr($Ticket->Started, 0, 10)}
Work Completed on: {$Ticket->FirstCustomFieldValue(‘Work-Completed Date’)}
QA Approved on: {substr($Ticket->FirstCustomFieldValue(‘QA Approval Date’),
0, 10)}
QA Approved by: {$Ticket->FirstCustomFieldValue(‘QA Approver’)}
Migrated on: {substr($Ticket->Resolved, 0, 10)}
Migrated by: {$Ticket->FirstCustomFieldValue(‘Migrator’)}
Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;

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

$CommentObj = $Transactions->First;

if ($CommentObj && $CommentObj->id)
{
$Resolution_Comment = $CommentObj->Content;
}
else
{
$Resolution_Comment = “No comment.”
}

return $Resolution_Comment;
}
To view ticket information, click the URL below:

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

Hope this helps.

Kenn
LBNLOn Thu, Oct 21, 2010 at 11:16 AM, Paul paul.crovella@gmail.com wrote:

Hi Janet,

See ResolveSendsReply - Request Tracker Wiki

Cheers,
Paul

On 10/21/2010 11:07 AM, Bass, Janet E. wrote:

How do I change the default action on resolve to reply to requestor from
Comments not sent to requestor TO reply to requestor?
I made a scrip that is supposed to on resolve send an email to the
requestor but that only works if the ticket owner changes the drop down. We
always strive to have comments on resolve so this would save us all a step.
Thanks
Janet

Janet Bass
Unix System Administration
Manufacturing Engineering Laboratory
304/Room 12
100 Bureau Dr
Mailstop 8203
Gaithersburg, MD 20899-8203
EMAIL: jbass@nist.gov
PHONE: 301-975-8425