<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML><HEAD><TITLE>RE: [rt-users] Resolve reply instead of comment</TITLE>
<META http-equiv=Content-Type content="text/html; charset=iso-8859-1">
<META content="MSHTML 6.00.2800.1515" name=GENERATOR>
<STYLE></STYLE>
</HEAD>
<BODY bgColor=#ffffff>
<DIV><FONT face=Arial size=2>Jay</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>I might be missing something here but have you
tried modifying local/html/Ticket/Elements/Tabs and changing:
Action=Respond&DefaultStatus=completed</DIV>
<DIV><FONT face=Arial size=2> instead of
Action=Comment&DefaultStatus=resolved</FONT></DIV>
<DIV></FONT><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Roy</FONT> </DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV>----- Original Message ----- </DIV>
<BLOCKQUOTE
style="PADDING-RIGHT: 0px; PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #000000 2px solid; MARGIN-RIGHT: 0px">
<DIV
style="BACKGROUND: #e4e4e4; FONT: 10pt arial; font-color: black"><B>From:</B>
<A title=CKugelman@ittesi.com href="mailto:CKugelman@ittesi.com">Charles
Kugelman at HQ</A> </DIV>
<DIV style="FONT: 10pt arial"><B>To:</B> <A title=jlee@pbu.edu
href="mailto:jlee@pbu.edu">jlee@pbu.edu</A> ; <A
title=rt-users@lists.bestpractical.com
href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</A>
</DIV>
<DIV style="FONT: 10pt arial"><B>Sent:</B> Friday, September 30, 2005 11:38
PM</DIV>
<DIV style="FONT: 10pt arial"><B>Subject:</B> RE: [rt-users] Resolve reply
instead of comment</DIV>
<DIV><BR></DIV><!-- Converted from text/plain format -->
<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>
</P>
<P>
<HR>
<P></P>_______________________________________________<BR>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users<BR><BR>Be
sure to check out the RT Wiki at http://wiki.bestpractical.com<BR><BR>Buy your
copy of our new book, RT Essentials, today! <BR><BR>Download a free sample
chapter from http://rtbook.bestpractical.com</BLOCKQUOTE></BODY></HTML>