Attachments in Resolution email

RT Users
1

Hello

I want to ask for help. We are running RT version 3.8.4 and we have problem,
that attachments are not sent out with “resolution” emails. They only work
when you make Reply from the ticket.

But in more cases we need this option, that when some support agent is
closing ticket(RESOLVE), he needs to send with that email also some
attachment, and here it doesnt work. Is there any kind of hint or fix ?

Q2: Is this needs added in version 4.0 ?

BR, Miroslav
View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html

2

Hi,

See the following in FAQ:
The ‘resolve’ Transaction has no content
http://requesttracker.wikia.com/wiki/FAQ

May be you just need reply on resolve, not comment:
http://requesttracker.wikia.com/wiki/ResolveSendsReply

In the last case requestors recieve reply and everything attached to it.On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath Avenger1@atlas.sk wrote:

Hello

I want to ask for help. We are running RT version 3.8.4 and we have problem,
that attachments are not sent out with “resolution” emails. They only work
when you make Reply from the ticket.

But in more cases we need this option, that when some support agent is
closing ticket(RESOLVE), he needs to send with that email also some
attachment, and here it doesnt work. Is there any kind of hint or fix ?

Q2: Is this needs added in version 4.0 ?

BR, Miroslav

View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Best regards, Ruslan.

3

Hi Russlan

I’m not the programmer, so I’m not very famous with the codes in the 2nd
link you’ve provided. But if you remember, we have bough a single contract
in the past for helping us with some incident within company (EON.IT
Slovakia - Viktor Franik was the technician on our side)

But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket.

Comment - using for internal comments within ticket, works with attachment.
Reply - when contacting the user without closing ticket, works with
attachment.
Resolve - closing ticket with a resolution message (we need to have here
also attachments).

The email templates for Reply and Resolve are different.

So if you can navigate me, what to do, to make possible that attachments
will be send also with Resolve email template.

Ruslan Zakirov-2 wrote:

Hi,

See the following in FAQ:
The ‘resolve’ Transaction has no content
http://requesttracker.wikia.com/wiki/FAQ

May be you just need reply on resolve, not comment:
http://requesttracker.wikia.com/wiki/ResolveSendsReply

In the last case requestors recieve reply and everything attached to it.

Hello

I want to ask for help. We are running RT version 3.8.4 and we have
problem,
that attachments are not sent out with “resolution” emails. They only
work
when you make Reply from the ticket.

But in more cases we need this option, that when some support agent is
closing ticket(RESOLVE), he needs to send with that email also some
attachment, and here it doesnt work. Is there any kind of hint or fix ?

Q2: Is this needs added in version 4.0 ?

BR, Miroslav

View this message in context:
http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

–
Best regards, Ruslan.

View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html

4

When you hit resolve, switch the dropdown box on the form from “Comment(not
sent to requestors)” to “Reply to requestors”.

Sounds like this is your only issue.

Mike.On Wed, May 25, 2011 at 2:26 AM, Miroslav Horvath Avenger1@atlas.sk wrote:

Hi Russlan

I’m not the programmer, so I’m not very famous with the codes in the 2nd
link you’ve provided. But if you remember, we have bough a single contract
in the past for helping us with some incident within company (EON.IThttp://eon.it/
Slovakia - Viktor Franik was the technician on our side)

But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket.

Comment - using for internal comments within ticket, works with attachment.
Reply - when contacting the user without closing ticket, works with
attachment.
Resolve - closing ticket with a resolution message (we need to have here
also attachments).

The email templates for Reply and Resolve are different.

So if you can navigate me, what to do, to make possible that attachments
will be send also with Resolve email template.

Ruslan Zakirov-2 wrote:

Hi,

See the following in FAQ:
The ‘resolve’ Transaction has no content
http://requesttracker.wikia.com/wiki/FAQ

May be you just need reply on resolve, not comment:
http://requesttracker.wikia.com/wiki/ResolveSendsReply

In the last case requestors recieve reply and everything attached to it.

On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath Avenger1@atlas.sk wrote:

Hello

I want to ask for help. We are running RT version 3.8.4 and we have
problem,
that attachments are not sent out with “resolution” emails. They only
work
when you make Reply from the ticket.

But in more cases we need this option, that when some support agent is
closing ticket(RESOLVE), he needs to send with that email also some
attachment, and here it doesnt work. Is there any kind of hint or fix ?

Q2: Is this needs added in version 4.0 ?

BR, Miroslav

View this message in context:

http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html

Sent from the Request Tracker - User mailing list archive at Nabble.com.

–
Best regards, Ruslan.

–
View this message in context:
http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

5

Miroslav,

You can modify the “resolve” template to include the last comment and/or
include any attachments. When the ticket is resolved and the email sent, the
template will include all the data you want. I have an example if you want
it.

Kenn
LBNLOn Wed, May 25, 2011 at 7:03 AM, Mike Johnson mike.johnson@nosm.ca wrote:

When you hit resolve, switch the dropdown box on the form from “Comment(not
sent to requestors)” to “Reply to requestors”.

Sounds like this is your only issue.

Mike.

On Wed, May 25, 2011 at 2:26 AM, Miroslav Horvath Avenger1@atlas.skwrote:

Hi Russlan

I’m not the programmer, so I’m not very famous with the codes in the 2nd
link you’ve provided. But if you remember, we have bough a single contract
in the past for helping us with some incident within company (EON.IThttp://eon.it/
Slovakia - Viktor Franik was the technician on our side)

But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket.

Comment - using for internal comments within ticket, works with
attachment.
Reply - when contacting the user without closing ticket, works with
attachment.
Resolve - closing ticket with a resolution message (we need to have here
also attachments).

The email templates for Reply and Resolve are different.

So if you can navigate me, what to do, to make possible that attachments
will be send also with Resolve email template.

Ruslan Zakirov-2 wrote:

Hi,

See the following in FAQ:
The ‘resolve’ Transaction has no content
http://requesttracker.wikia.com/wiki/FAQ

May be you just need reply on resolve, not comment:
http://requesttracker.wikia.com/wiki/ResolveSendsReply

In the last case requestors recieve reply and everything attached to it.

On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath Avenger1@atlas.sk wrote:

Hello

I want to ask for help. We are running RT version 3.8.4 and we have
problem,
that attachments are not sent out with “resolution” emails. They only
work
when you make Reply from the ticket.

But in more cases we need this option, that when some support agent is
closing ticket(RESOLVE), he needs to send with that email also some
attachment, and here it doesnt work. Is there any kind of hint or fix ?

Q2: Is this needs added in version 4.0 ?

BR, Miroslav

View this message in context:

http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html

Sent from the Request Tracker - User mailing list archive at
Nabble.com.

–
Best regards, Ruslan.

–
View this message in context:
http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html
Sent from the Request Tracker - User mailing list archive at
Nabble.com.

–
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

6

Hi,

it should be possible to create a new ticket based on text of a current
correspondence.

This frequently occurs, if separate issues are addressed (requested) in
one ticket. Thus, the need, to “split” the ticket.

Requestors would have to be informed that their 2nd, 3rd,… issue is
now addressed in a separate ticket, but this is already the case, if the
requestors receive an opening mail.

The “only” thing to do would be a “create”-button next to a
correspondence / comments which opens a create dialog with the original
requestor filled in ; same queue. The needless text (containing the
original request) would have to be deleted manually.

Has anyone suggestions for such an approach? e.g. Which templates to
modify, etc?

greetings,
l.r.

7

Hi,

it should be possible to create a new ticket based on text of a
current correspondence.

there is a ticket on this subject:

http://issues.bestpractical.com/Ticket/Display.html?id=16496&user=guest&pass=guest

it just needs some javascript and should be easy to do with RT 4.0 which
now use jQuery.

8

Kenneth, yes please, provide me some details.
This is our template for Resolved email. But attachments are not working.

RT-Attach-Message: yes

Podľa našich záznamov bola Vaša požiadavka VYRIEŠENÁ.

Ak máte akékoľvek ďalšie otázky alebo nejasnosti k úlohe, prosím odpovedzte
na túto správu, a úloha bude automaticky znovu otvorená v systéme.

Táto odpoveď je automaticky generovaná systémom RT-ZSE.

Ďakujeme.
{$Ticket->QueueObj->Description}

Resolution details
{
my $resolution_comment;
my $Transactions = $Ticket->Transactions;

$Transactions->Limit( FIELD => ‘Type’, VALUE => ‘Comment’ );
$Transactions->OrderByCols (
{ FIELD => ‘Created’, ORDER => ‘DESC’ },
{ FIELD => ‘id’, ORDER => ‘DESC’ },
);

my $CommentObj = $Transactions->First;
if( $CommentObj && $CommentObj->id ) {
$resolution_comment = $CommentObj->Content;
}

$resolution_comment;
}

Request details:
{ $Ticket->Transactions->First->Content; }

Miroslav,

You can modify the “resolve” template to include the last comment and/or
include any attachments. When the ticket is resolved and the email sent, the
template will include all the data you want. I have an example if you want
it.

Kenn
LBNLOn Wed, May 25, 2011 at 7:03 AM, Mike Johnson mike.johnson@nosm.ca wrote:

View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31731075.html