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testwreq,<br>
<br>
Keep the communication open to the user's group. There may be others
with the same needs and others with better info.<br>
<br>
The following is the code we put into our "Custom" resolved template:<br>
<br>
Subject: Request Titled: "{$Ticket->Subject}" has been Resolved!<br>
<br>
This ticket has been resolved. DO NOT REPLY to this message!<br>
-----------------------------------------------------------------------------<br>
TICKET INFORMATION:<br>
Queue : {$Ticket->QueueObj->Name}<br>
Number : {$Ticket->Id}<br>
Subject: {$Ticket->Subject}<br>
Priority is: {$Ticket->Priority}<br>
Requestor :
{$Ticket->Requestors->UserMembersObj->First->Name}<br>
Created by: {$Ticket->CreatorObj->Name}<br>
Created on: {substr($Ticket->Created, 0, 10)}<br>
Owned by: {$Ticket->OwnerObj->Name}<br>
Development Started on: {substr($Ticket->Started, 0, 10)}<br>
-----------------------------------------------------------------------------<br>
Description of Issue:<br>
{$Ticket->FirstCustomFieldValue('Description')}<br>
<br>
-----------------------------------------------------------------------------<br>
Resolution comment:<br>
{<br>
my $Resolution_Comment;<br>
my $Transactions;<br>
my $CommentObj;<br>
<br>
$Transactions = $Ticket->Transactions;<br>
$Transactions->Limit( FIELD => 'Type', VALUE =>
'Comment' );<br>
$Transactions->OrderByCols(<br>
{ FIELD => 'Created', ORDER => 'DESC' },<br>
{ FIELD => 'id', ORDER => 'DESC' },<br>
);<br>
<br>
$CommentObj = $Transactions->First;<br>
<br>
if ($CommentObj && $CommentObj->id)<br>
{<br>
$Resolution_Comment = $CommentObj->Content;<br>
}<br>
else<br>
{<br>
$Resolution_Comment = "No comment."<br>
}<br>
<br>
return $Resolution_Comment;<br>
} <br>
-----------------------------------------------------------------------------<br>
To view ticket information, enter URL:<br>
<br>
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}<br>
<br>
This should give you a good base to work from. It includes ticket data,
custom field data AND the last comment.<br>
<br>
If you are going to use it globally, you can either disable your
delivered resolved template or re-name. Just make sure your new one is
named that same as the old one.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 8/17/2009 8:18 AM, testwreq wreq wrote:
<blockquote
cite="mid:a0c34f0a0908170818i7fed0cacj14dbb190989b6efe@mail.gmail.com"
type="cite">
<div>Hi, I would like to do the later.. i.e. creating a custom
"resolved" template. When the users click on "resolve" the drop down
default should be "Reply to Requestors" and not "comment"; </div>
<div> </div>
<div>Can you please provide some more details on what exactly you did
to accomplish this?</div>
<div> </div>
<div>Thanks much</div>
<div>tw<br>
<br>
</div>
<div class="gmail_quote">On Fri, Aug 14, 2009 at 2:54 PM, Ken Crocker
<span dir="ltr"><<a moz-do-not-send="true"
href="mailto:kfcrocker@lbl.gov">kfcrocker@lbl.gov</a>></span> wrote:<br>
<blockquote class="gmail_quote"
style="border-left: 1px solid rgb(204, 204, 204); margin: 0px 0px 0px 0.8ex; padding-left: 1ex;">
<div text="#000000" bgcolor="#ffffff">testwreq,<br>
<br>
Well, you can go into the software and change the code OR you can
create a custom "resolved" template to capture the last comment. I've
done the latter and I don't have to worry about messing up the code.<br>
<br>
Kenn<br>
LBNL
<div>
<div class="h5"><br>
<br>
On 8/14/2009 5:41 AM, <a moz-do-not-send="true"
href="mailto:testwreq@gmail.com" target="_blank">testwreq@gmail.com</a>
wrote: </div>
</div>
<blockquote type="cite">
<div>
<div class="h5">Hello, <br>
<br>
>From the RT3.8.2 interface, when we open a ticket and click on
'Resolve' link from the right hand side, the 'update type' field in the
resolve ticket screen is a drop down and it defaults to "Comments (Not
sent to requestors)"; <br>
<br>
Because we want the requestors to know that the ticket is resolved, we
would like to change the default to "Reply to Requestors". How can we
do so? <br>
<br>
thanks, <br>
rq </div>
</div>
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