Janet,<br><br>we do it by including comments in the template. Below is our "resolved" template:<br><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>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: {substr($Ticket->Started, 0, 10)}<br>Work  Completed  on: {$Ticket->FirstCustomFieldValue('Work-Completed Date')}<br>QA Approved on: {substr($Ticket->FirstCustomFieldValue('QA Approval Date'), 0, 10)}<br>
QA Approved by: {$Ticket->FirstCustomFieldValue('QA Approver')}<br>Migrated on: {substr($Ticket->Resolved, 0, 10)}<br>Migrated by: {$Ticket->FirstCustomFieldValue('Migrator')}<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 $Resolution_Comment;<br>
} <br>-----------------------------------------------------------------------------<br>To view ticket information, click the URL below:<br><br>    {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}<br>==========================================================<br>
<br>Hope this helps.<br><br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Thu, Oct 21, 2010 at 11:16 AM, Paul <span dir="ltr"><<a href="mailto:paul.crovella@gmail.com">paul.crovella@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">Hi Janet,<br>
<br>
See <a href="http://wiki.bestpractical.com/view/ResolveSendsReply" target="_blank">http://wiki.bestpractical.com/view/ResolveSendsReply</a><br>
<br>
Cheers,<br>
<font color="#888888">Paul<br>
</font><div><div></div><div class="h5"><br>
On 10/21/2010 11:07 AM, Bass, Janet E. wrote:<br>
> How do I change the default action on resolve to reply to requestor from Comments not sent to requestor TO reply to requestor?<br>
> 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.<br>

> Thanks<br>
> Janet<br>
> --<br>
> Janet Bass<br>
> Unix System Administration<br>
> Manufacturing Engineering Laboratory<br>
> 304/Room 12<br>
> 100 Bureau Dr<br>
> Mailstop 8203<br>
> Gaithersburg, MD 20899-8203<br>
> EMAIL: <a href="mailto:jbass@nist.gov">jbass@nist.gov</a><br>
> PHONE: 301-975-8425<br>
><br>
><br>
><br>
<br>
</div></div></blockquote></div><br>