[rt-users] 'Update Type' field when resolving tickets

[Ken Crocker]

testwreq,

Keep the communication open to the user's group. There may be others 
with the same needs and others with better info.

The following is the code we put into our "Custom" resolved template:

Subject: Request Titled: "{$Ticket->Subject}" has been Resolved!

This ticket has been resolved. DO NOT REPLY to this message!
-----------------------------------------------------------------------------
TICKET INFORMATION:
Queue  : {$Ticket->QueueObj->Name}
Number : {$Ticket->Id}
Subject: {$Ticket->Subject}
Priority is: {$Ticket->Priority}
Requestor  : {$Ticket->Requestors->UserMembersObj->First->Name}
Created  by: {$Ticket->CreatorObj->Name}
Created  on: {substr($Ticket->Created, 0, 10)}
Owned    by: {$Ticket->OwnerObj->Name}
Development Started on: {substr($Ticket->Started, 0, 10)}
-----------------------------------------------------------------------------
Description of Issue:
     {$Ticket->FirstCustomFieldValue('Description')}

-----------------------------------------------------------------------------
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}

This should give you a good base to work from. It includes ticket data, 
custom field data AND the last comment.

If you are going to use it globally, you can either disable your 
delivered resolved template or re-name. Just make sure your new one is 
named that same as the old one.

Kenn
LBNL

On 8/17/2009 8:18 AM, testwreq wreq wrote:
> Hi, I would like to do the later.. i.e. creating a custom "resolved" 
> template. When the users click on "resolve" the drop down default 
> should be "Reply to Requestors" and not "comment";
>  
> Can you please provide some more details on what exactly you did to 
> accomplish this?
>  
> Thanks much
> tw
>
> On Fri, Aug 14, 2009 at 2:54 PM, Ken Crocker <kfcrocker at lbl.gov 
> <mailto:kfcrocker at lbl.gov>> wrote:
>
>     testwreq,
>
>     Well, you can go into the software and change the code OR you can
>     create a custom "resolved" template to capture the last comment.
>     I've done the latter and I don't have to worry about messing up
>     the code.
>
>     Kenn
>     LBNL
>
>
>     On 8/14/2009 5:41 AM, testwreq at gmail.com
>     <mailto:testwreq at gmail.com> wrote:
>>     Hello,
>>
>>     From the RT3.8.2 interface, when we open a ticket and click on
>>     'Resolve' link from the right hand side, the 'update type' field
>>     in the resolve ticket screen is a drop down and it defaults to
>>     "Comments (Not sent to requestors)";
>>
>>     Because we want the requestors to know that the ticket is
>>     resolved, we would like to change the default to "Reply to
>>     Requestors". How can we do so?
>>
>>     thanks,
>>     rq
>>     ------------------------------------------------------------------------
>>
>>
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