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. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
