[rt-users] Resolve reply instead of comment

[Raed El - Hames]

RE: [rt-users] Resolve reply instead of commentJay

I might be missing something here but have you tried modifying local/html/Ticket/Elements/Tabs and changing:  Action=Respond&DefaultStatus=completed
 instead of Action=Comment&DefaultStatus=resolved

Roy 

----- Original Message ----- 
  From: Charles Kugelman at HQ 
  To: jlee at pbu.edu ; rt-users at lists.bestpractical.com 
  Sent: Friday, September 30, 2005 11:38 PM
  Subject: RE: [rt-users] Resolve reply instead of comment


  >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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