after 25.20.1 update

lukaszr

Hi, I would like to know where you hide this part in the latest two updates, where I could manually change the default setting so that internal notes are not created, but emails are sent instead.
In version 25.09.2, it was in /var/www/***/user/ticket.php and started on line 603.

                            <div class="form-group">
                                <div class="btn-group btn-block btn-group-toggle" data-toggle="buttons">
                                    <label class="btn btn-outline-info">
                                        <input type="radio" name="public_reply_type" value="0" >Internal Note
                                    </label>
                                    <label class="btn btn-outline-secondary active">
                                        <input type="radio" name="public_reply_type" value="2" checked>Public Comment & Email
                                    </label>
                                    <label class="btn btn-outline-info">
                                        <input type="radio" name="public_reply_type" value="1">Public Comment
                                    </label>
                                </div>
                            </div>

lukaszr

Never mind, I've already found it.

digibandit

lukaszr For anyone else looking after the 25.20.1 update:

The default ticket reply type setting moved from /user/ticket.php to /agent/ticket.php when version 25.x restructured directories. Look for the radio button group with name="public_reply_type" and move the checked attribute to your preferred default:

value="0" checked = Internal Note (default - prevents accidentally emailing internal discussions to customers)
value="1" = Public Comment (portal visible, no email)
value="2" = Public Comment & Email

Default is already Internal Note (0), which is the safer option for most shops.

Would be useful if this became a user preference in Settings rather than requiring code edits. @wrongecho - worth adding to feature requests?

wrongecho

I have no idea what you were asking.

digibandit

wrongecho Where is the option now found for changing the default ticket message setting to be internal, comment & email, or email, I believe is the question.

wrongecho

I know this is a feature that was requested, but I'm not aware it's something that was actually added (though Johnny may have snuck it in somewhere).

wrongecho

https://forum.itflow.org/d/1982-ticket-reply-default-state/

https://forum.itflow.org/d/482-ticket-defaults-internal-note/