How to change default on resolve to Correspond instead Comment

1

RT4.4 and RT5

After years we want the default to be ‘Correspond’ if resolving a ticket by using the ‘Resolve’ item in the ticket-view.

On old threads it is told to change the html/Ticket/Elements/Tabs that is not present any more. See references. With grep I didn’t find the same text in our RT4.4 installation.

What to do for RT4.4 and in future for RT5?
Is there another recommented way to do this instead of editing this files? (in the local-tree of course)

Kind regards, Andre.

References:

2

Ah, we don’t mind about sending one or two emails on resolving a ticket.

3

Ok, got it.

The file is /html/Elements/Tabs. Tthere the actions are build in a foreach-loop from the actions-array located in the config.

In RT_Config.pm or RT_SiteConfig.pm one can define each single action with ‘label’ and ‘update’ command.

        actions => [
            'new -> open'      => { label  => 'Open It', update => 'Respond' }, # loc{label}
            'new -> resolved'  => { label  => 'Resolve', update => 'Comment' }, # loc{label}
            'new -> rejected'  => { label  => 'Reject',  update => 'Respond' }, # loc{label}
            'new -> deleted'   => { label  => 'Delete',                      }, # loc{label}
            'open -> stalled'  => { label  => 'Stall',   update => 'Comment' }, # loc{label}
            'open -> resolved' => { label  => 'Resolve', update => 'Comment' }, # loc{label}
            'open -> rejected' => { label  => 'Reject',  update => 'Respond' }, # loc{label}
            'stalled -> open'  => { label  => 'Open It',                     }, # loc{label}
            'resolved -> open' => { label  => 'Re-open', update => 'Comment' }, # loc{label}
            'rejected -> open' => { label  => 'Re-open', update => 'Comment' }, # loc{label}
            'deleted -> open'  => { label  => 'Undelete',                    }, # loc{label}
        ],
    },

Maybe it is possible to find in the documentation, but I didn’t find it.

Untested. Have to announce the change and use a schedule for it.