Reply to requestors when resolving a ticket

RT Users
1

Hi

I would like to know how I can have by default “Reply to requestors”
when I Resolve a ticket (the actual default is "Comments (not sent to
requestors).

thanks in advance :slight_smile:

Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

2

Oleg;

Modify
/opt/rt3/local/html/Ticket/Elements/Tabs

Change:
if ( $Ticket->Status ne ‘resolved’ ) {
$actions->{‘G’} = {

        path =>

“Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=” . $id,
title => loc(‘Resolve’) };
}

to:

if ( $Ticket->Status ne ‘resolved’ ) {
$actions->{‘G’} = {

        path =>

“Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=” . $id,
title => loc(‘Resolve’) };
}

##Note changing the Action from Comment to Respond

Regards;
Roy

Oleg Sladkoff wrote:

3

fantastic, that worked !

thanks :)On Fri, 2009-04-17 at 13:11 +0100, Raed El-Hames wrote:

Oleg;

Modify
/opt/rt3/local/html/Ticket/Elements/Tabs

Change:
if ( $Ticket->Status ne ‘resolved’ ) {
$actions->{‘G’} = {

        path =>

“Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=” . $id,
title => loc(‘Resolve’) };
}

to:

if ( $Ticket->Status ne ‘resolved’ ) {
$actions->{‘G’} = {

        path =>

“Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=” . $id,
title => loc(‘Resolve’) };
}

##Note changing the Action from Comment to Respond

Regards;
Roy

Oleg Sladkoff wrote:

Hi

I would like to know how I can have by default “Reply to requestors”
when I Resolve a ticket (the actual default is "Comments (not sent to
requestors).

thanks in advance :slight_smile:

–
Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532

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Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com
Oleg Sladkoff
KELKOO - Service Architect
oleg.sladkoff@kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147
gsm : +33(0)675768532