What determines whether ticket resolution responds to requestors or not?

I have been asked to change the Update Type to “Respond to Requestors"
when resolving tickets. I have seen code to do this, but my question is
more basic. It seems that sometimes when I resolve tickets, it is set to
"Respond to Requestors” and other times not. Can someone explain the
criteria that determine which update type is used?

Vicki

There may be more than one way to answer this, but I went through this
issue yesterday. Since it looks like most people resolve a ticket by
clicking on ‘Resolve’ at the top of the ticket page, I looked there.

What I found was it passes in Action=Comment as one of the args on the
resolve link. I found that changing this to Action=Respond has the
effect that it changes that drop down box on the resolve page to default
to the Respond to Requestors.

Maybe I only changed this in one place and I’m not solving the issue,
but it looks like it will work for me.

The only problem I have now is I’d like to get RT3 to email the comments
someone enters when the resolve the ticket. I’ve updated the OnResolve
template with:
Comments on resolved ticket:
{$Transaction->Content()}
But that produces:
This transaction appears to have no content
I do get a separate comment email to the requestor with the comments.
Anyone know how to disable that email on resolve, but put those comments
in the resolve email? I hope that made sense.

FYI, if anyone is interested in how I changed the Resolve link to make
comments to the requestor…

  1. Created the dir: (Ticket/Elements did not yet exist)
    /opt/rt3/local/html/Ticket/Elements

  2. Moved /opt/rt3/share/html/Ticket/Elements/ to the above dir

  3. On line 154, changed Action=Comment to Action=Respond-----Original Message-----
    From: rt-users-bounces@lists.bestpractical.com
    [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Vicki
    Stanfield
    Sent: Thursday, May 12, 2005 4:19 PM
    To: rt-users@lists.bestpractical.com
    Subject: [rt-users] What determines whether ticket resolution responds
    to requestors or not?

I have been asked to change the Update Type to "Respond to Requestors"
when resolving tickets. I have seen code to do this, but my question is
more basic. It seems that sometimes when I resolve tickets, it is set to

“Respond to Requestors” and other times not. Can someone explain the
criteria that determine which update type is used?

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

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