[rt-users] Send thread back to requester on resolution...

[Phil Homewood]

Russ Johnson wrote:
> I would like to know if RT can be configured to send more details when a 
> ticket is resolved. I am dealing with a specific complaint from some 
> clients that when their tickets are closed they have no idea "what it was". 
> Is it possible to send the entire RT thread on closure? A URL is not useful 
> because it requires a login.

The attached mini-patch simply makes the default action upon
"resolve" be "correspond". This way the text accompanying your
resolution will be sent to the requestor. Note, you probably want
to kill any "OnResolve NotifyRequestors with template Resolved"
scrips if you do this. :-)

Not having the aforementioned scrip also has the nice side-effect
of allowing you to set the status to "resolved" from the Basics
menu without emailing the requestor -- useful if your requestors
like to politely thank you for the resolution. ;)
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RCS file: /cvs/local/rt/webrt/Ticket/Elements/Tabs,v
retrieving revision 1.1.1.1
retrieving revision 1.3
diff -u -p -r1.1.1.1 -r1.3
--- rt/webrt/Ticket/Elements/Tabs	2001/11/07 03:28:02	1.1.1.1
+++ rt/webrt/Ticket/Elements/Tabs	2001/11/12 04:35:21	1.3
@@ -72,7 +72,7 @@ if ($Ticket->CurrentUserHasRight('Modify
 	$actions->{'Resolve'} = 
 	  { 
 
-           path => "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=".$id,
+           path => "Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=".$id,
 	   title => 'Resolve'
 	  };
     }