How do I resolve a ticket easily?

RT Users
1

I have a general problem that I have not managed to address since
I upgraded to rt-3.x (I am running 3.2.2)

I have this scrip in a queue:

On Resolve Notify Requestors with template Resolved

However, when I click “Resolve” the next window that opens shows:

Update Type: Comments (Not sent to requesters)

Down below, it also does NOT say to who the message will be sent
to.

I have a feeling something is damn wrong here, but I don’t know the
remedy.

-Wash

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2

Odhiambo Washington wash@wananchi.com writes:

I have this scrip in a queue:

On Resolve Notify Requestors with template Resolved

However, when I click “Resolve” the next window that opens shows:

Update Type: Comments (Not sent to requesters)

Down below, it also does NOT say to who the message will be sent
to.

I believe this is actually correct default behavior. What it means is that
the resolution you enter into the ticket will not be sent to the requestor,
but the “Resolved” template will be. (The default Resolved template
basically just says, “According to our records, your request has been
resolved. If you have any
further questions or concerns, please respond to this message.”)

If you want the resolution message to be sent to the requestor, you can
change “Comments” to “Response to requestors”, or modify the Resolved
template. (There are probably other things you can do, but I’m still fairly
new to RT.)

James P. Goltz (jgoltz@mail.nih.gov)

3

I have a general problem that I have not managed to address since
I upgraded to rt-3.x (I am running 3.2.2)

I have this scrip in a queue:

On Resolve Notify Requestors with template Resolved

However, when I click “Resolve” the next window that opens shows:

Update Type: Comments (Not sent to requesters)

Down below, it also does NOT say to who the message will be sent
to.

I would just click Reply instead. That way you see who the message is
going to be sent to and you can change the status to resolved from the
pull down box. I often use that instead of the resolve option so that
I can communication info to the requestor and close the ticket at the
same time.

-Kent