Resolve reply instead of comment

RT Users
1

Is there a simple way to have the Resolve link be a reply rather than a
comment? We generally close out a request with a "ok, it’s fixed now"
or “Trying such and such should solve your issue”. I like to be able to
reply one last time and resolve the ticket at once but if I hit resolve,
I have to remember to switch from comment to reply. We’re on 3.4.4
right now.

Jay
Jay Lee
Network / Systems Administrator
Information Technology Dept.
Philadelphia Biblical University

2

Jay,

I did this by copying html/Ticket/Elements/Tabs to local/html/Ticket/
Elements/Tab and modifying

 if ( $Ticket->Status ne 'resolved' ) {
     $actions->{'B'} = {

         path => "Ticket/Update.html?

Action=Comment&DefaultStatus=resolved&id=" . $id,
title => loc(‘Resolve’) };
}

to be

 if ( $Ticket->Status ne 'resolved' ) {
     $actions->{'B'} = {

         path => "Ticket/Update.html?

Action=Respond&DefaultStatus=resolved&id=" . $id,
title => loc(‘Resolve’) };
}

notice that I changed Comment to Respond.

Simon Kuhn

3

Is there a simple way to have the Resolve link be a reply rather than a
comment? We generally close out a request with a “ok, it’s fixed now”
or “Trying such and such should solve your issue”. I like to be able to
reply one last time and resolve the ticket at once but if I hit resolve,
I have to remember to switch from comment to reply. We’re on 3.4.4
right now.

Jay

Jay Lee
Network / Systems Administrator
Information Technology Dept.
Philadelphia Biblical University

Jay,

Here is a little script that I picked up to do exactly what you need. Credit to who ever wrote this (wasn’t me).

Add it to your resolve template:

{
my $resolution_comment;
my $Transactions = $Ticket->Transactions;

$Transactions->Limit( FIELD => ‘Type’, VALUE => ‘Comment’ );
$Transactions->OrderByCols (
{ FIELD => ‘Created’, ORDER => ‘DESC’ },
{ FIELD => ‘id’, ORDER => ‘DESC’ },
);

my $CommentObj = $Transactions->First;
if( $CommentObj && $CommentObj->id ) {
$resolution_comment = $CommentObj->Content;
}

$resolution_comment;
}

Charles Kugelman
Network Administrator
ITT Educational Services, Inc.

4

RE: [rt-users] Resolve reply instead of commentJay

I might be missing something here but have you tried modifying local/html/Ticket/Elements/Tabs and changing: Action=Respond&DefaultStatus=completed
instead of Action=Comment&DefaultStatus=resolved

Roy----- Original Message -----
From: Charles Kugelman at HQ
To: jlee@pbu.edu ; rt-users@lists.bestpractical.com
Sent: Friday, September 30, 2005 11:38 PM
Subject: RE: [rt-users] Resolve reply instead of comment

Is there a simple way to have the Resolve link be a reply rather than a
comment? We generally close out a request with a “ok, it’s fixed now”
or “Trying such and such should solve your issue”. I like to be able to
reply one last time and resolve the ticket at once but if I hit resolve,
I have to remember to switch from comment to reply. We’re on 3.4.4
right now.

Jay

Jay Lee
Network / Systems Administrator
Information Technology Dept.
Philadelphia Biblical University

Jay,

Here is a little script that I picked up to do exactly what you need. Credit to who ever wrote this (wasn’t me).

Add it to your resolve template:

{
my $resolution_comment;
my $Transactions = $Ticket->Transactions;

$Transactions->Limit( FIELD => ‘Type’, VALUE => ‘Comment’ );
$Transactions->OrderByCols (
{ FIELD => ‘Created’, ORDER => ‘DESC’ },
{ FIELD => ‘id’, ORDER => ‘DESC’ },
);

my $CommentObj = $Transactions->First;
if( $CommentObj && $CommentObj->id ) {
$resolution_comment = $CommentObj->Content;
}

$resolution_comment;
}

Charles Kugelman
Network Administrator
ITT Educational Services, Inc.

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