Reply sent when Solving ticket

Hi,

When a ticket is “Resolve”, and I have entered a description of what I did
to resolve in the “message” section of the ticket, that message is not
sent to the requester, he only receives the “According to our records,
your request has been resolved. If you have any further questions or
concerns, please respond to this message.” message…

Is this normal behavior? How can I change that?

Francois

Random Thought:
Many attempts to communicate are nullified by saying too much. - Robert Greenleaf

Francois Meehan wrote:

Hi,

When a ticket is “Resolve”, and I have entered a description of what I did
to resolve in the “message” section of the ticket, that message is not
sent to the requester, he only receives the “According to our records,
your request has been resolved. If you have any further questions or
concerns, please respond to this message.” message…

Is this normal behavior? How can I change that?
Start from http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail
Then FAQ on the wiki
Then search in archives.

You the man!

Thanks a million Ruslan.

Francois

Francois Meehan wrote:

Hi,

When a ticket is “Resolve”, and I have entered a description of what I
did
to resolve in the “message” section of the ticket, that message is not
sent to the requester, he only receives the “According to our records,
your request has been resolved. If you have any further questions or
concerns, please respond to this message.” message…

Is this normal behavior? How can I change that?
Start from http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail
Then FAQ on the wiki
Then search in archives.

Francois

Random Thought:

Many attempts to communicate are nullified by saying too much. - Robert
Greenleaf


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

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

Random Thought:
I do not remember ever having seen a sustained argument by an author which,
starting from philosophical premises likely to meet with general acceptance,
reached the conclusion that a praiseworthy ordering of one’s life is to
devote it to research in mathematics.
– Sir Edmund Whittaker, “Scientific American”, Vol. 183

I haven’t been able to get this to work yet. It seems that the
’resolve’ action is processed before the comment, so when the resolve
action runs, that comment isn’t entered into the system yet. Am I
missing something?From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ruslan U.
Zakirov
Sent: Thursday, June 16, 2005 9:28 PM
To: fmml@cedval.org
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reply sent when Solving ticket…

Francois Meehan wrote:

Hi,

When a ticket is “Resolve”, and I have entered a description of what I
did
to resolve in the “message” section of the ticket, that message is not
sent to the requester, he only receives the “According to our records,
your request has been resolved. If you have any further questions or
concerns, please respond to this message.” message…

Is this normal behavior? How can I change that?
Start from http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail
Then FAQ on the wiki
Then search in archives.

Francois

Random Thought:

Many attempts to communicate are nullified by saying too much. -
Robert Greenleaf


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

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

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

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

That works, but then a user receives 2 emails:
One telling them the ticket is resolved
Then a second one with the comments

I wanted to combine this into a single “Your issue has been resolved
with the following comments” e-mail.From: asterr [mailto:asterr@pobox.com]
Sent: Friday, June 17, 2005 10:26 AM
To: Brandon Pulsipher
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Reply sent when Solving ticket…

I am using RT 3.0.6, but I simply set the Update Type to “Response
to Requestors” when entering a resolution, instead of “Comment”.
This allows my resolution details to go to the requestor.

-Aaron

I haven’t been able to get this to work yet. It seems that the
’resolve’ action is processed before the comment, so when the resolve
action runs, that comment isn’t entered into the system yet. Am I
missing something?

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ruslan
U.
Zakirov
Sent: Thursday, June 16, 2005 9:28 PM
To: fmml@cedval.org
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reply sent when Solving ticket…

Francois Meehan wrote:

Hi,

When a ticket is “Resolve”, and I have entered a description of what
I
did

to resolve in the “message” section of the ticket, that message is
not

sent to the requester, he only receives the "According to our
records,

your request has been resolved. If you have any further questions or
concerns, please respond to this message." message…

Is this normal behavior? How can I change that?
Start from
http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail
Then FAQ on the wiki
Then search in archives.

Francois

Random Thought:

Many attempts to communicate are nullified by saying too much. -
Robert Greenleaf


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

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


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

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


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

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

Brandon Pulsipher wrote:

That works, but then a user receives 2 emails:
One telling them the ticket is resolved
Then a second one with the comments

I wanted to combine this into a single “Your issue has been resolved
with the following comments” e-mail.
Yes, just delete scrip that sends email without comment.

I am using RT 3.0.6, but I simply set the Update Type to “Response
to Requestors” when entering a resolution, instead of “Comment”.
This allows my resolution details to go to the requestor.

-AaronOn Fri, 17 Jun 2005, Brandon Pulsipher wrote:

I haven’t been able to get this to work yet. It seems that the
’resolve’ action is processed before the comment, so when the resolve
action runs, that comment isn’t entered into the system yet. Am I
missing something?

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ruslan U.
Zakirov
Sent: Thursday, June 16, 2005 9:28 PM
To: fmml@cedval.org
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Reply sent when Solving ticket…

Francois Meehan wrote:

Hi,

When a ticket is “Resolve”, and I have entered a description of what I
did
to resolve in the “message” section of the ticket, that message is not
sent to the requester, he only receives the “According to our records,
your request has been resolved. If you have any further questions or
concerns, please respond to this message.” message…

Is this normal behavior? How can I change that?
Start from http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail
Then FAQ on the wiki
Then search in archives.

Francois

Random Thought:

Many attempts to communicate are nullified by saying too much. -
Robert Greenleaf


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

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


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

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


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

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