Why Resolve + Comment?

RT Users
1

Hi everyone,

I have a small problem with my users… One of them will take ownership
of the ticket, work the problem, choose ‘Resolve’ and write what they
did in the text box.

This means the requestor doesn’t see the summary of work done because
it’s a comment and not a reply.

Is there a reason Resolve defaults to a Comment, and is there a way to
change the default to Reply?

Thanks,
js.
Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net

2

Hi everyone,

I have a small problem with my users… One of them will take ownership
of the ticket, work the problem, choose ‘Resolve’ and write what they
did in the text box.

This means the requestor doesn’t see the summary of work done because
it’s a comment and not a reply.

Is there a reason Resolve defaults to a Comment, and is there a way to
change the default to Reply?

For the reason, maybe because there is already an auto-reply sent to the
requestor, so no need for another reply. AW it depends highly on
organizations that uses RT and their workflows.

To change it, do the following:

  • copy share/html/Ticket/Elements/Tabs to
    local/html/Ticket/Elements/Tabs
  • edit this file to change the line 157 (as of 3.6.6):

before:

path => “Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=” . $id,

after:

path => “Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=” . $id,

Then empty your Mason cache and restart your webserver.

3

Emmanuel,

We simply created our own "Resolve" template and include in that

template the last comment made when the ticket was resolved. That way we
didn’t have to mess with any overrides or defaults in native RT.

Kenn
LBNLOn 2/9/2008 12:00 AM, Emmanuel Lacour wrote:

On Fri, Feb 08, 2008 at 06:12:10PM +0000, Jean-Sebastien Morisset wrote:

Hi everyone,

I have a small problem with my users… One of them will take ownership
of the ticket, work the problem, choose ‘Resolve’ and write what they
did in the text box.

This means the requestor doesn’t see the summary of work done because
it’s a comment and not a reply.

Is there a reason Resolve defaults to a Comment, and is there a way to
change the default to Reply?

For the reason, maybe because there is already an auto-reply sent to the
requestor, so no need for another reply. AW it depends highly on
organizations that uses RT and their workflows.

To change it, do the following:

  • copy share/html/Ticket/Elements/Tabs to
    local/html/Ticket/Elements/Tabs
  • edit this file to change the line 157 (as of 3.6.6):

before:

path => “Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=” . $id,

after:

path => “Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=” . $id,

Then empty your Mason cache and restart your webserver.

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4

requestor doesn’t see the summary of work done because
it’s a comment and not a reply.

Jean-Sebastien,

I am working on this same thing. Kenn Crocker’s comment in this
thread about not messing with the internals of RT sounds good to me,
so the solution was just to make a template. Remember, templates can
include perl, and so a template can do anything that perl can do. I’m
no good with perl, so this often slips my mind. Anyway, based on an
older message on rt-users, I made (using this word loosely) this new
template:

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

Comments about the resolution of this issue:

{
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;
}

It works!

Chris

    We simply created our own "Resolve" template and include in that

template the last comment made when the ticket was resolved. That way we
didn’t have to mess with any overrides or defaults in native RT.

Kenn
LBNL

Kenn,

If your template is better (and it probably is, heheh), please post it.