[rt-users] How do I change the default action

[Kenneth Crocker]

Janet,

we do it by including comments in the template. Below is our "resolved"
template:

===========================================================
Subject: Request Titled: "{$Ticket->Subject}" has been Resolved!

This ticket has been resolved. DO NOT REPLY to this message!
-----------------------------------------------------------------------------
TICKET INFORMATION:
Queue  : {$Ticket->QueueObj->Name}
Number : {$Ticket->Id}
Subject: {$Ticket->Subject}
Requestor : {$Ticket->Requestors->UserMembersObj->First->Name}
Created by: {$Ticket->CreatorObj->Name}
Created on: {substr($Ticket->Created, 0, 10)}
Owned   by: {$Ticket->OwnerObj->Name}
Development Started: {substr($Ticket->Started, 0, 10)}
Work  Completed  on: {$Ticket->FirstCustomFieldValue('Work-Completed Date')}
QA Approved on: {substr($Ticket->FirstCustomFieldValue('QA Approval Date'),
0, 10)}
QA Approved by: {$Ticket->FirstCustomFieldValue('QA Approver')}
Migrated on: {substr($Ticket->Resolved, 0, 10)}
Migrated by: {$Ticket->FirstCustomFieldValue('Migrator')}
-----------------------------------------------------------------------------
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, click the URL below:

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

Hope this helps.

Kenn
LBNL

On Thu, Oct 21, 2010 at 11:16 AM, Paul <paul.crovella at gmail.com> wrote:

> Hi Janet,
>
> See http://wiki.bestpractical.com/view/ResolveSendsReply
>
> Cheers,
> Paul
>
> On 10/21/2010 11:07 AM, Bass, Janet E. wrote:
> > How do I change the default action on resolve to reply to requestor from
> Comments not sent to requestor TO reply to requestor?
> > I made a scrip that is supposed to on resolve send an email to the
> requestor but that only works if the ticket owner changes the drop down. We
> always strive to have comments on resolve so this would save us all a step.
> > Thanks
> > Janet
> > --
> > Janet Bass
> > Unix System Administration
> > Manufacturing Engineering Laboratory
> > 304/Room 12
> > 100 Bureau Dr
> > Mailstop 8203
> > Gaithersburg, MD 20899-8203
> > EMAIL: jbass at nist.gov
> > PHONE: 301-975-8425
> >
> >
> >
>
>
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