[rt-users] Resolve reply instead of comment

[Charles Kugelman at HQ]

>Is there a simple way to have the Resolve link be a reply rather than a 
>comment?  We generally close out a request with a "ok, it's fixed now" 
>or "Trying such and such should solve your issue".  I like to be able to 
>reply one last time and resolve the ticket at once but if I hit resolve, 
>I have to remember to switch from comment to reply.  We're on 3.4.4 
>right now.
>
>Jay
>-- 
>Jay Lee
>Network / Systems Administrator
>Information Technology Dept.
>Philadelphia Biblical University

Jay,

Here is a little script that I picked up to do exactly what you need. Credit to who ever wrote this (wasn't me).

Add it to your resolve template:




{
 my $resolution_comment;
 my $Transactions = $Ticket->Transactions;

 $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
 $Transactions->OrderByCols (
               { FIELD => 'Created',  ORDER => 'DESC' },
               { FIELD => 'id',     ORDER => 'DESC' },
               );

 my $CommentObj = $Transactions->First;
 if( $CommentObj && $CommentObj->id ) {
   $resolution_comment = $CommentObj->Content;
 }

 $resolution_comment;
}




Charles Kugelman
Network Administrator
ITT Educational Services, Inc.
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