'Update Type' field when resolving tickets

RT Users
1

Hello,

From the RT3.8.2 interface, when we open a ticket and click on 'Resolve’
link from the right hand side, the ‘update type’ field in the resolve
ticket screen is a drop down and it defaults to “Comments (Not sent to
requestors)”;

Because we want the requestors to know that the ticket is resolved, we
would like to change the default to “Reply to Requestors”. How can we do so?

thanks,
rq

2

testwreq,

Well, you can go into the software and change the code OR you can create
a custom “resolved” template to capture the last comment. I’ve done the
latter and I don’t have to worry about messing up the code.

Kenn
LBNLOn 8/14/2009 5:41 AM, testwreq@gmail.com wrote:

Hello,

From the RT3.8.2 interface, when we open a ticket and click on
‘Resolve’ link from the right hand side, the ‘update type’ field in
the resolve ticket screen is a drop down and it defaults to “Comments
(Not sent to requestors)”;

Because we want the requestors to know that the ticket is resolved, we
would like to change the default to “Reply to Requestors”. How can we
do so?

thanks,
rq

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3

testwreq,

Keep the communication open to the user’s group. There may be others
with the same needs and others with better info.

The following is the code we put into our “Custom” resolved template:

This ticket has been resolved. DO NOT REPLY to this message!
TICKET INFORMATION:
Queue : {$Ticket->QueueObj->Name}
Number : {$Ticket->Id}
Priority is: {$Ticket->Priority}
Requestor : {$Ticket->Requestors->UserMembersObj->First->Name}
Created by: {$Ticket->CreatorObj->Name}
Created on: {substr($Ticket->Created, 0, 10)}
Owned by: {$Ticket->OwnerObj->Name}
Development Started on: {substr($Ticket->Started, 0, 10)}
Description of Issue:
{$Ticket->FirstCustomFieldValue(‘Description’)}

Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;

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

  $CommentObj = $Transactions->First;

  if  ($CommentObj && $CommentObj->id)
  {
       $Resolution_Comment = $CommentObj->Content;
  }
  else
  {
       $Resolution_Comment = "No comment."
  }

  return $Resolution_Comment;
 }

To view ticket information, enter URL:

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

This should give you a good base to work from. It includes ticket data,
custom field data AND the last comment.

If you are going to use it globally, you can either disable your
delivered resolved template or re-name. Just make sure your new one is
named that same as the old one.

Kenn
LBNLOn 8/17/2009 8:18 AM, testwreq wreq wrote:

Hi, I would like to do the later… i.e. creating a custom “resolved”
template. When the users click on “resolve” the drop down default
should be “Reply to Requestors” and not “comment”;

Can you please provide some more details on what exactly you did to
accomplish this?

Thanks much
tw

On Fri, Aug 14, 2009 at 2:54 PM, Ken Crocker <kfcrocker@lbl.gov mailto:kfcrocker@lbl.gov> wrote:

testwreq,

Well, you can go into the software and change the code OR you can
create a custom "resolved" template to capture the last comment.
I've done the latter and I don't have to worry about messing up
the code.

Kenn
LBNL


On 8/14/2009 5:41 AM, testwreq@gmail.com <mailto:testwreq@gmail.com> wrote:

Hello,

From the RT3.8.2 interface, when we open a ticket and click on
'Resolve' link from the right hand side, the 'update type' field
in the resolve ticket screen is a drop down and it defaults to
"Comments (Not sent to requestors)";

Because we want the requestors to know that the ticket is
resolved, we would like to change the default to "Reply to
Requestors". How can we do so?

thanks,
rq
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