[rt-users] Send last message/comment from ticket to requestor on resolve

[Stephen Turner]

At Monday 5/5/2008 01:42 PM, Nelson Pereira wrote:
>Hi,
>
>Wondering how to do this:
>
>When I resolve a ticket, I want RT to send the 
>message I put in the resolve to the requestor, 
>and not the default “as per our records
.”

Disable the "On resolve notify Requestors" scrip, 
and resolve tickets by adding a reply & changing 
the status. The Mason code can be changed so that 
when you use the "Resolve" link, the "Update 
type" is set to Reply rather than Comment.

Steve


Stephen Turner
Senior Programmer/Analyst - SAIS
MIT Information Services and Technology (IS&T)