Jo Rhett,
Sure. My mistake, it’s just a template. Here it is:
This ticket has been resolved. DO NOT REPLY to this message!
TICKET INFORMATION:
Queue : {$Ticket->QueueObj->Name}
Number : {$Ticket->Id}
Priority is: {$Ticket->Priority}
Requestor : {$Ticket->Requestors->UserMembersObj->First->Name}
Created by: {$Ticket->CreatorObj->Name}
Created on: {substr($Ticket->Created, 0, 10)}
Owned by: {$Ticket->OwnerObj->Name}
Development Started on: {substr($Ticket->Started, 0, 10)}
Description of Issue:
{$Ticket->FirstCustomFieldValue(‘Description’)}
Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket->Transactions;
$Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
$Transactions->OrderByCols(
{ FIELD => 'Created', ORDER => 'DESC' },
{ FIELD => 'id', ORDER => 'DESC' },
);
$CommentObj = $Transactions->First;
if ($CommentObj && $CommentObj->id)
{
$Resolution_Comment = $CommentObj->Content;
}
else
{
$Resolution_Comment = "No comment."
}
return $Resolution_Comment;
}
To view ticket information, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
You’ll probably notice that our method of getting people to stop
replying to the “Resolved” notification was to “tell them not to” in
capitol letters! ha! Really a high-tech method ;-). Anyway, it works for us.
Kenn
LBNLOn 7/30/2009 11:37 AM, Jo Rhett wrote:
Ken, care to share that scrip? Or better yet put it in the wiki since
it’s FA?
On Jul 30, 2009, at 11:26 AM, Ken Crocker wrote:
Miroslav & William,
I prefer to NOT change RT code if I can get away with it. We like our
comments included on a “resolved” ticket, so we just created a scrip
to send out an Email using our version of the “resolved” template. In
our version, we capture the last comment and put it in the Email.
That way we override RT’s normal procedure of not sending out
comments in Email AND we don’t have to change the RT code. Just a
thought.
Kenn
LBNL
On 7/30/2009 10:26 AM, William Graboyes wrote:
Miroslav,
Yes, just need to select “Reply to Requestors” from the “Update
Type:” Field.
Thanks,
Bill Graboyes
On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath <Avenger1@atlas.sk mailto:Avenger1@atlas.sk> wrote:
So is there some way how to have attachments in RESOLVE email ?
--
View this message in context:
http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.html
Sent from the Request Tracker - User mailing list archive at
Nabble.com.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
<mailto:sales@bestpractical.com>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
The rt-users Archives
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
The rt-users Archives
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
–
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness