Q: How to change resolve template defaults

RT Users
1

Greetings,

I am using RT 3.4, and when we resolve tickets, our final message

is saved as a comment by default.
Rather then bug our helpdesk personal to change this to “reply to
requestors” every time we close a ticket, I would like to change the
default from “comment” to “reply”.
Does anyone know what file this would be specified in?

Thanks,

John H. Nyhuis
Sr. Computer Specialist
Dept. of Pediatrics
HS RR338, Box 356320
University of Washington
Desk: (206)-685-3884
cabal@u.washington.edu

2

John–

At a quick glance, it looks like:
Ticket/Elements/Tabs

Line 152 appears to start the code which determines if the user has the
right to modify the ticket, and if so, presents a link. It looks like it
would be trivial to change ?Action=Comment to ?Action=Respond.

I haven’t tested this, but this seems to be the right path.

-jdOn Mon, 25 Sep 2006, John H. Nyhuis wrote:

Greetings,

I am using RT 3.4, and when we resolve tickets, our final message is
saved as a comment by default.
Rather then bug our helpdesk personal to change this to “reply to
requestors” every time we close a ticket, I would like to change the default
from “comment” to “reply”.
Does anyone know what file this would be specified in?

Thanks,

John H. Nyhuis
Sr. Computer Specialist
Dept. of Pediatrics
HS RR338, Box 356320
University of Washington
Desk: (206)-685-3884
cabal@u.washington.edu

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media. Buy a
copy at http://rtbook.bestpractical.com

3

John,

Why not just modify the Resolve template to include the last comment

made on the ticket (at resolve time)?

Kenn
LBNL

John H. Nyhuis wrote: