Hello - I'm sure there are better ways of handling this, but after going back and forth a lot with how this should be implemented (and not being very familiar with the underlying codebase), I chose low-hanging fruit -- an ugly hack.
A group within our organization that wants to use RT has a workflow that is almost always - respond and close a ticket. Unfortunately, the "Resolve" link in the ticket header doesn't meet the need, because they want to include the user's context in the reply. So, I changed the transaction reply link (the link that says reply just above the body of the requestor's message) to include the necessary bits to get the Update page to change the status to "resolved" for the impending reply. Works in RT 3.6.6. If someone wants to bash my implementation _and_ provide the proper local change (I don't care if it changes the status on the update page for responses directly or, say, adds a link to the ticket page that says "Reply and Resolve" - whatever), be my guest. But I suspect there are other people who want this workflow and are capable of making this manual patch... so here it is: diff -Naur old/Elements/ShowTransaction new/Elements/ShowTransaction --- old/Elements/ShowTransaction 2008-04-23 13:06:09.000000000 -0400 +++ new/Elements/ShowTransaction 2008-04-23 10:38:16.000000000 -0400 @@ -173,6 +173,7 @@ $titlebar_commands .= "[<a href=\"".$UpdatePath."?id=" . $Transaction->Ticket + . "&DefaultStatus=resolved" . "&QuoteTransaction=" . $Transaction->Id . "&Action=Respond\">" To install: write the contents of the patch above to a file, say /tmp/ShowTransaction.patch cd /my/path/to/rt/share/html/Ticket/Elements patch -p2 </tmp/ShowTransaction.patch WARNING: any upgrade will undoubtedly overwrite this change and you will undoubtedly have to repeat the process or do something different altogether after the upgrade! Hope this helps someone. Regards, Steve _______________________________________________ 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