[rt-users] Correspond on Resolve action.

[Atom Powers]

When I resolve a ticket (RT 3.2.2) I have a drop-down for "Ticket Type" which
can be either "Comment" or "Reply to Requestors". 


----
Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251 

 

________________________________

From: Meo, Anthony [mailto:Anthony.Meo at btci.com] 
Sent: Tuesday, April 05, 2005 10:05 AM
To: Atom Powers; RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] Correspond on Resolve action.



Not sure if that is the best way to go about it.  The reason I say this is
that When corresponding with the customer, the transaction is always recorded
as a Correspondence (Reply).  When resolving, the transaction is a comment.
By general RT rules, comments do not get sent to the Customers.  I understand
this can be easy coded around but personally I feel it is a good practice to
maintain. By never breaking that rule, you don't run the risk of having
internal (potentially bad) comments reaching your customers.

So, with that said, are there any ideas here how to use the resolve
transaction as a reply instead of a comment (without sending 2 emails).   But
so I can build a scrip around it.

Thanks,

-Anthony

________________________________

From: Atom Powers [mailto:APowers at PyramidBrew.com] 
Sent: Tuesday, April 05, 2005 1:02 PM
To: Meo, Anthony; RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] Correspond on Resolve action.

That's a good idea. I just added this to the bottom of my "On Resolve"
template:

{$Transaction->Content()}

Didn't test it though.

----
Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Meo, Anthony
Sent: Tuesday, April 05, 2005 9:56 AM
To: RT-Users at lists.bestpractical.com
Subject: [rt-users] Correspond on Resolve action.

Anyone have any ideas on how we can use the resolve action in the web
interface as both the action of resolving and the correspondence that we want
to send.

Essentially, I want to make the resolve action function as a final
communication with the customer and a status notification.  A special
template would be used, basically a combination of the correspond and resolve
templates.

Thanks,

-Anthony

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