Attachments missing in RESOLVE email

Hello

We have started using RT 3.8.4. and we found a problem with sending
attachments within Resolved email.

The template for RESOLVED starts with this:

RT-Attach-Message: yes

when some agent works on ticket, and click on Resolve, he puts some comments
and add attachment to that, and finish it, end user receive email but
without that attachment.

We had same problem in RT 3.2.3 .

btw.: Through the “Reply” sending attachment works fine, but throught
"Resolve" it doesnt.

Do we need to set up something ?

RT is running on:
OS-Fedora CORE Linux $hostname 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49
EST 2008 x86_64 x86_64 x86_64 GNU/Linux
DB-mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using
readline 5.0

BR, Miroslav

View this message in context: http://www.nabble.com/Attachments-missing-in-RESOLVE-email-tp24564511p24564511.html

Hi Miroslav,

That is expected behaviour.

When one clicks on resolve, it takes them to comment, not reply (correspond), by default comments only go to admincc.

Thanks,
Bill------Original Message------
From: Miroslav Horvath
Sender: rt-users-bounces@lists.bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Attachments missing in RESOLVE email
Sent: Jul 30, 2009 1:28 AM

Hello

We have started using RT 3.8.4. and we found a problem with sending
attachments within Resolved email.

The template for RESOLVED starts with this:

Subject: Resolved: {$Ticket->Subject}
RT-Attach-Message: yes

when some agent works on ticket, and click on Resolve, he puts some comments
and add attachment to that, and finish it, end user receive email but
without that attachment.

We had same problem in RT 3.2.3 .

btw.: Through the “Reply” sending attachment works fine, but throught
"Resolve" it doesnt.

Do we need to set up something ?

RT is running on:
OS-Fedora CORE Linux $hostname 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49
EST 2008 x86_64 x86_64 x86_64 GNU/Linux
DB-mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using
readline 5.0

BR, Miroslav

View this message in context: http://www.nabble.com/Attachments-missing-in-RESOLVE-email-tp24564511p24564511.html

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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

Miroslav,

Yes, just need to select “Reply to Requestors” from the "Update Type:"
Field.

Thanks,
Bill GraboyesOn Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath Avenger1@atlas.skwrote:

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.


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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
LBNLOn 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 ?
--
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Nabble.com.

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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.

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Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

gyus, you’ve started the discussion about something else.

I’ve noticed, that in the Resolve email the attachments are not sent out.
For example:

I’m working on some ticket, and found some solution for the issue, that some
.EXE patch must be applied. So I go to ticket, click on RESOLVE and put into
attachment that .EXE patch file. And will write, that issue was resolved and
the user must apply locally the patch which is attached in the resolution
email.

But in the resolution email which user received the attachment wasn’t. Is
there some workaround how to have attachment in it ?
View this message in context: http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24766854.html

gyus, you’ve started the discussion about something else.

I’ve noticed, that in the Resolve email the attachments are not sent out.
For example:

I’m working on some ticket, and found some solution for the issue, that some
.EXE patch must be applied. So I go to ticket, click on RESOLVE and put into
attachment that .EXE patch file. And will write, that issue was resolved and
the user must apply locally the patch which is attached in the resolution
email.

But in the resolution email which user received the attachment wasn’t. Is
there some workaround how to have attachment in it ?

Miroslav

The ‘On Resolve’ Scrip runs as a separate transaction, it runs during
the resolve, not during the comment, so there are no attachments to
send. You either need to steal some of the code linked from previous
posts to look for the previous transaction’s attachments or disable
this script and change RT to send Correspondence rather than Comments
when a ticket is resolved, and then RT-Attach will work

-kevin

Kevin,

Correct. In fact, I put replied to an email like this awhile back with
some code we wrote for a new Resolve template that includes code to
include the last comment in the Email body.

Kenn
LBNLOn 8/6/2009 9:46 AM, Kevin Falcone wrote:

On Sat, Aug 01, 2009 at 12:38:04AM -0700, Miroslav Horvath wrote:

gyus, you’ve started the discussion about something else.

I’ve noticed, that in the Resolve email the attachments are not sent out.
For example:

I’m working on some ticket, and found some solution for the issue, that some
.EXE patch must be applied. So I go to ticket, click on RESOLVE and put into
attachment that .EXE patch file. And will write, that issue was resolved and
the user must apply locally the patch which is attached in the resolution
email.

But in the resolution email which user received the attachment wasn’t. Is
there some workaround how to have attachment in it ?

Miroslav

The ‘On Resolve’ Scrip runs as a separate transaction, it runs during
the resolve, not during the comment, so there are no attachments to
send. You either need to steal some of the code linked from previous
posts to look for the previous transaction’s attachments or disable
this script and change RT to send Correspondence rather than Comments
when a ticket is resolved, and then RT-Attach will work

-kevin


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Ken, I’m interresting for the code you’ve mentioned. Could you or somebody
else write me here that code or some similar, which will steal the
attachment from last comment and then I can use it in Resolve template, so
the Attachments which were put into ticket under Resolved phase will be
available in the email from Resolved Template ?

Ken Crocker wrote:

Kevin,

Correct. In fact, I put replied to an email like this awhile back with
some code we wrote for a new Resolve template that includes code to
include the last comment in the Email body.

Kenn
LBNL

gyus, you’ve started the discussion about something else.

I’ve noticed, that in the Resolve email the attachments are not sent
out.
For example:

I’m working on some ticket, and found some solution for the issue, that
some
.EXE patch must be applied. So I go to ticket, click on RESOLVE and put
into
attachment that .EXE patch file. And will write, that issue was resolved
and
the user must apply locally the patch which is attached in the
resolution
email.

But in the resolution email which user received the attachment wasn’t.
Is
there some workaround how to have attachment in it ?

Miroslav

The ‘On Resolve’ Scrip runs as a separate transaction, it runs during
the resolve, not during the comment, so there are no attachments to
send. You either need to steal some of the code linked from previous
posts to look for the previous transaction’s attachments or disable
this script and change RT to send Correspondence rather than Comments
when a ticket is resolved, and then RT-Attach will work

-kevin


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com


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