Re: [rt-users] Q: How to change resolve template defaults
John, Why not just modify the Resolve template to include the last comment made on the ticket (at resolve time)? Kenn LBNL John H. Nyhuis wrote: Greetings, I am using RT 3.4, and when we resolve tickets, our final message is saved as a comment by default. Rather then bug our helpdesk personal to change this to "reply to requestors" every time we close a ticket, I would like to change the default from "comment" to "reply". Does anyone know what file this would be specified in? Thanks, John H. Nyhuis Sr. Computer Specialist Dept. of Pediatrics HS RR338, Box 356320 University of Washington Desk: (206)-685-3884 [EMAIL PROTECTED] ___ 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 ___ 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
Re: [rt-users] Q: How to change resolve template defaults
John-- At a quick glance, it looks like: Ticket/Elements/Tabs Line 152 appears to start the code which determines if the user has the right to modify the ticket, and if so, presents a link. It looks like it would be trivial to change ?Action=Comment to ?Action=Respond. I haven't tested this, but this seems to be the right path. -jd On Mon, 25 Sep 2006, John H. Nyhuis wrote: Greetings, I am using RT 3.4, and when we resolve tickets, our final message is saved as a comment by default. Rather then bug our helpdesk personal to change this to "reply to requestors" every time we close a ticket, I would like to change the default from "comment" to "reply". Does anyone know what file this would be specified in? Thanks, John H. Nyhuis Sr. Computer Specialist Dept. of Pediatrics HS RR338, Box 356320 University of Washington Desk: (206)-685-3884 [EMAIL PROTECTED] ___ 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 ___ 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
[rt-users] Q: How to change resolve template defaults
Greetings, I am using RT 3.4, and when we resolve tickets, our final message is saved as a comment by default. Rather then bug our helpdesk personal to change this to "reply to requestors" every time we close a ticket, I would like to change the default from "comment" to "reply". Does anyone know what file this would be specified in? Thanks, John H. Nyhuis Sr. Computer Specialist Dept. of Pediatrics HS RR338, Box 356320 University of Washington Desk: (206)-685-3884 [EMAIL PROTECTED] ___ 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
