[rt-users] Changing RT's behaviour on ticket close

stretchoutandwait stretchoutandwait at gmail.com
Mon Nov 3 14:30:07 EST 2008


Is there any particular reason why you want a reply rather than a comment?
 I have kept the resolve message as a comment, but then added this template
(which I think is directly off the wiki):

Subject: Resolved: {$Ticket->Subject}

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

Comments about the resolution of this issue:

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;


Then, in the scrips, I think the original on resolve scrip was 10, so I
deleted it and created a 10b.  It is: On Resolve, Notify Requestors, Global
template: ResolveWithExplanation, Transaction Create.   It accomplishes what
we wanted.  Now, since that resolve message is a comment, it can't be seen
by users if they go into the web interface.  Ours don't, but if yours do, I
can see why the resolve message must be a reply.

If anyone has a better way of doing this, I'd sure like to see it.

On Mon, Oct 6, 2008 at 5:18 AM, Richard Hartmann <
richih.mailinglist at gmail.com> wrote:
> Hi all,
> while I was looking for a way to default to reply on resolve, not
> comment on resolve (which I still did not find out how to as google has
> way too many false positives), billybongo from #rt came up with a neat
> idea. It should be possible not to send the "your ticket is closed"
> blurb when you send out a reply.
> That should be easy to do via Scrips, but I could not make it work.
> Any help?
> Richard
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20081103/56a6ea9e/attachment.htm>

More information about the rt-users mailing list