[rt-users] Resolve Ticket Template

[Jim Meyer]

On Thu, 2002-07-11 at 12:31, Sean Lutner wrote:
> Hello...
> I've posted about this before, and I've been scouring the list archives
> to no avail. What I would like to do is edit and/or replace the Ticket
> Resolved template to include the original request. Some of my users have
> been complaining that they get a ticket resolution and become confused
> about which ticket the email is referring to. I've tried simple things
> such as adding {$Transaction->Content()} just to see what it would get
> me, but nothing came of that. Any help would be greatly appreciated.

We learned that clicking the "Reply" or "Comment" link on any message
within the ticket history, then changing the status field on the next
page to "resolved" has the desired affect AND allows you to choose which
of the correspondence/comments on the ticket is appropriate for the
resolution response.

Oh, and we require that the person resolving the ticket actually choose
the most relevant history item and use the "reply" link from it so that
the requestors and CCs will know why their issue was marked resolved.
That's more a methodology/people management issue, tho.

YMMV.

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com