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<TITLE>RE: [rt-users] Resolve reply instead of comment</TITLE>
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<P><FONT SIZE=2>>Is there a simple way to have the Resolve link be a reply rather than a<BR>
>comment? We generally close out a request with a "ok, it's fixed now"<BR>
>or "Trying such and such should solve your issue". I like to be able to<BR>
>reply one last time and resolve the ticket at once but if I hit resolve,<BR>
>I have to remember to switch from comment to reply. We're on 3.4.4<BR>
>right now.<BR>
><BR>
>Jay<BR>
>--<BR>
>Jay Lee<BR>
>Network / Systems Administrator<BR>
>Information Technology Dept.<BR>
>Philadelphia Biblical University<BR>
<BR>
Jay,<BR>
<BR>
Here is a little script that I picked up to do exactly what you need. Credit to who ever wrote this (wasn't me).<BR>
<BR>
Add it to your resolve template:<BR>
<BR>
<BR>
<BR>
<BR>
{<BR>
my $resolution_comment;<BR>
my $Transactions = $Ticket->Transactions;<BR>
<BR>
$Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );<BR>
$Transactions->OrderByCols (<BR>
{ FIELD => 'Created', ORDER => 'DESC' },<BR>
{ FIELD => 'id', ORDER => 'DESC' },<BR>
);<BR>
<BR>
my $CommentObj = $Transactions->First;<BR>
if( $CommentObj && $CommentObj->id ) {<BR>
$resolution_comment = $CommentObj->Content;<BR>
}<BR>
<BR>
$resolution_comment;<BR>
}<BR>
<BR>
<BR>
<BR>
<BR>
Charles Kugelman<BR>
Network Administrator<BR>
ITT Educational Services, Inc.</FONT>
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