[rt-users] Final Reply (not Comment) on Resolve Patch?

[Mike Conley]

Yes, this works fine on that page.  It is possible I just have a bad
idea of what the normal workflow for handling a ticket is, but generally
people "Take" a ticket, go back and forth with the requestor for a while
(Ticket/Update page), and then "Resolve" the ticket.  The page you end
up on when you hit "Resolve" has a field called "Message:" but this is
really a comment and not a message sent back to the requestor when the
ticket is resolved.  We end up with a lot of resolved tickets but with
users that didn't get the final message such as "I've put the document
you wanted in \\foo\bar\doc.txt" -- it is a little confusing.

-----Original Message-----
From: Andy Harrison [mailto:aharrison at gmail.com] 
Sent: Wednesday, December 22, 2004 9:15 AM
To: Mike Conley
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Final Reply (not Comment) on Resolve Patch?

On Mon, 20 Dec 2004 10:30:02 -0800, Mike Conley <conley at kana.com> wrote:
> On resolve, there is space given for entering one last comment, but
> people always seem to assume this is sent to the requestor.  Wouldn't
it
> be better to have a field for sending mail (the more common case) than
a
> comment (a rarer case at least for us).
> 
> Of course, maybe it would be best to have both or the option of
setting
> things up one way or another.  If the field is blank, naturally you
> wouldn't want to send anything.
> 
> If someone has patches for this (I know about the e-mail last comment
on
> resolve patch-- not quite the same thing) that would be great.

Maybe I don't understand what you want.  This sounds exactly like what
the Update Type field is for on the Ticket/Update page.

-- 
Andy Harrison