[rt-users] Can Resolve sends reply to requestor?

[Kenneth Crocker]

Kenh,


	Yes. Create a scrip called "Notify Requestor on Resolve". In the scrip 
choose "On Resolve" from the condition drop-down. Then select "Notify 
Requestors" from the action drop-down. Select "Global template: 
Resolved" (make sure you have such a template. If not, create one). We 
have a "Resolved" template that looks like this:

Subject: Ticket #{$Ticket->Id} Resolved! Subject: {$Ticket->Subject}

This ticket has been resolved. DO NOT reply to this message!
-----------------------------------------------------------------------------
TICKET INFORMATION:
Ticket Number : {$Ticket->Id}
Ticket Subject: {$Ticket->Subject}
Ticket Priority is: {$Ticket->Priority}
Ticket Created  by: {$Ticket->CreatorObj->Name}
Ticket Created  on: {substr($Ticket->Created, 0, 10)}
Ticket  Owned   by: {$Ticket->OwnerObj->Name}
Resolved    by: {$Ticket->LastUpdatedByObj->Name}
Resolution comment:
{
       my $Resolution_Comment;
       my $Transactions;
       my $CommentObj;

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

       $CommentObj = $Transactions->First;

       if  ($CommentObj && $CommentObj->id)
       {
            $Resolution_Comment = $CommentObj->Content;
       }
       else
       {
            $Resolution_Comment = "No comment."
       }

       return $Resolution_Comment;
}
-----------------------------------------------------------------------------
To view ticket information, enter URL:

     {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

	Pick what you want to include and throw out the rest. Now you have a 
template that will notify the requestor that the ticket has been 
resolved along with the owners resolution comments and a scrip to 
initiate this notification. You're set. Hope this helps.

Kenn
LBNL

On 9/26/2007 11:00 AM, KENH KASA wrote:
> is there a way to modify such that it sends back to requestor, because 
> majority of our tickets can be resolved simply with a single response, 
> in that case we just want the owner to send the solution and close it 
> automatically (1 step), rather than send the solution and click on 
> resolve (2 steps)
> 
> 
> 
> */Kenneth Crocker <KFCrocker at lbl.gov>/* wrote:
> 
>     Kenh,
> 
> 
>     We capture the comments made during the resolve transaction with our
>     resolve template. That way the only comments that go out are the last
>     ones made at resolve time.
> 
> 
>     Kenn
>     LBNL
> 
>     On 9/26/2007 7:44 AM, KENH KASA wrote:
>      > Is it possible to configure such that when I hit 'resolve' it
>     default to
>      > 'reply to requestors' instead of 'comment to admin'
>      >
>      >
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