[rt-users] Why Resolve + Comment?

[Kenneth Crocker]

Emmanuel,


	We simply created our own "Resolve" template and include in that 
template the last comment made when the ticket was resolved. That way we 
didn't have to mess with any overrides or defaults in native RT.

Kenn
LBNL

On 2/9/2008 12:00 AM, Emmanuel Lacour wrote:
> On Fri, Feb 08, 2008 at 06:12:10PM +0000, Jean-Sebastien Morisset wrote:
>> Hi everyone,
>>
>> I have a small problem with my users... One of them will take ownership
>> of the ticket, work the problem, choose 'Resolve' and write what they
>> did in the text box.
>>
>> This means the requestor doesn't see the summary of work done because
>> it's a comment and not a reply.
>>
>> Is there a reason Resolve defaults to a Comment, and is there a way to
>> change the default to Reply?
>>
> 
> For the reason, maybe because there is already an auto-reply sent to the
> requestor, so no need for another reply. AW it depends highly on
> organizations that uses RT and their workflows.
> 
> To change it, do the following:
> 
> - copy share/html/Ticket/Elements/Tabs to
>   local/html/Ticket/Elements/Tabs
> - edit this file to change the line 157 (as of 3.6.6):
> 
> before:
> 
>  path => "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=" . $id,
> 
> after:
> 
>  path => "Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=" . $id,
> 
> Then empty your Mason cache and restart your webserver.
> 
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