Autoreply html template returns transaction content as plain text

Hello,

We have a public support queue and our customers wants html enabled emails.

We have an autoreply template that includes the ticket information. The reply is all html except the original requestors message that comes out plain text.
I suspect the “Transaction->Content()” should be modified but how? I have tried some solutions found on this mailing list but no success.
How can I get the whole message to show as HTML?

We have these enabled at RT_SiteConfig.pm

Set($PreferRichText, yes);
Set($TrustHTMLAttachments, 1);

This is how the autoreply template is set up now:

Content-Type: text/html
Content:

Tämä on automaattinen viesti ja yhteenveto koskien huoltokutsua:

"{$Ticket->Subject()}"

Mikäli teillä tulee mitään lisättävää tähän huoltokutsuun, voitte lähettää lisätietoja vastaamalla tähän viestiin.



Tälle tapaukselle on luotu tunnistenumero:



[{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id()}]



Pyydämme teitä jatkossa säilyttämään tunnistenumeron otsikkokentässä kaikessa tapaukseen liittyvässä kirjeenvaihdossa.


Kiitos,
Ylläpito
xxxxxxxxxxxxxxxxxx
xxxxxx@xxxxxxxxxx
puh.xxxxxxxxxxxxxx



{$Transaction->Content()}

TIA, RT -rules, a great peace of free software!

Johannes

Just wondering if there is a way to give the ticket to a RT user account as
soon as they open it, rather than leaving it up to them to ‘Take’ it?

Also, I’m running this report here: Created < ‘3 days ago’ AND ( Status !=
‘rejected’ OR Status != ‘resolved’ ) , which works for now, but is there a
way to tell what this query does (how many tickets are < 3 days), but also
tell me how old they actually are?

Thanks

Kris Germann

Fibernetics Corporation

We have an autoreply template that includes the ticket information. The reply is all html
except the original requestors message that comes out plain text.

I suspect the “Transaction->Content()” should be modified but how? I have tried some solutions
found on this mailing list but no success.

We have these enabled at RT_SiteConfig.pm

Set($PreferRichText, yes);

This isn’t a valid value for PreferRichText

Set($TrustHTMLAttachments, 1);

But neither of those affect outgoing mail anyway.

{$Transaction->Content()}

I suspect you want Type => ‘text/html’ there

-kevin

Kris,

We use a scrip for that:

Description: Auto Owner
Condition: User Defined
Action: User Defined
Template: Blank
Stage: TransactionBatch

Custom Condition:

Check for Ticket Status changed to “open”

my $trans = $self->TransactionObj;

return ($trans->Type eq “Status” &&
$trans->NewValue eq “open”);

Custom action Prep Code:

set owner if Nobody

my $ticket = $self->TicketObj;
my $trans = $self->TransactionObj;
my $owner_id = $trans->CreatorObj->PrincipalId;

if ($ticket->OwnerObj->Name() eq ‘Nobody’ )
{
$ticket->SetOwner($owner_id, ‘Force’);
}

return 1;

Custom action Cleanup Code:
return 1;

Works for us. Hope it helps.

Kenn
LBNLOn Tue, Jan 25, 2011 at 11:37 AM, Kris Germann kris_germann@295.ca wrote:

Just wondering if there is a way to give the ticket to a RT user account as
soon as they open it, rather than leaving it up to them to ‘Take’ it?

Also, I’m running this report here: Created < ‘3 days ago’ AND ( Status !=
‘rejected’ OR Status != ‘resolved’ ) , which works for now, but is there a
way to tell what this query does (how many tickets are < 3 days), but also
tell me how old they actually are?

Thanks

Kris Germann

Fibernetics Corporation

That’s in Kenn, thanks for the help.

There is also something else that’s been in the back of my head for some
time. When someone clicks on a ticket subject to open it, it is just a link
I presume; however, could the same outcome of the scrip below apply to this
as well? Essentially, any possible way for someone to open a ticket would
force ownership?

Kris GermannFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Tuesday, January 25, 2011 2:55 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Auto-own?

Kris,

We use a scrip for that:

Description: Auto Owner
Condition: User Defined
Action: User Defined
Template: Blank
Stage: TransactionBatch

Custom Condition:

Check for Ticket Status changed to “open”

my $trans = $self->TransactionObj;

return ($trans->Type eq “Status” &&
$trans->NewValue eq “open”);

Custom action Prep Code:

set owner if Nobody

my $ticket = $self->TicketObj;
my $trans = $self->TransactionObj;
my $owner_id = $trans->CreatorObj->PrincipalId;

if ($ticket->OwnerObj->Name() eq ‘Nobody’ )
{
$ticket->SetOwner($owner_id, ‘Force’);
}

return 1;

Custom action Cleanup Code:
return 1;

Works for us. Hope it helps.

Kenn
LBNL

Kris,

You could just use the scrip I gave you and change the condition to
"OnTransaction". That way, if someone touches the ticket and it isn’t owned,
it will set the User as the new Owner of the ticket. That’s pretty extreme
though.

Kenn
LBNLOn Tue, Jan 25, 2011 at 3:01 PM, Kris Germann kris_germann@295.ca wrote:

That’s in Kenn, thanks for the help.

There is also something else that’s been in the back of my head for some
time. When someone clicks on a ticket subject to open it, it is just a link
I presume; however, could the same outcome of the scrip below apply to this
as well? Essentially, any possible way for someone to open a ticket would
force ownership?

Kris Germann

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: Tuesday, January 25, 2011 2:55 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Auto-own?

Kris,

We use a scrip for that:

Description: Auto Owner
Condition: User Defined
Action: User Defined
Template: Blank
Stage: TransactionBatch

Custom Condition:

Check for Ticket Status changed to “open”

my $trans = $self->TransactionObj;

return ($trans->Type eq “Status” &&
$trans->NewValue eq “open”);

Custom action Prep Code:

set owner if Nobody

my $ticket = $self->TicketObj;
my $trans = $self->TransactionObj;
my $owner_id = $trans->CreatorObj->PrincipalId;

if ($ticket->OwnerObj->Name() eq ‘Nobody’ )
{
$ticket->SetOwner($owner_id, ‘Force’);
}

return 1;

Custom action Cleanup Code:
return 1;

Works for us. Hope it helps.

Kenn
LBNL

On Tue, Jan 25, 2011 at 11:37 AM, Kris Germann kris_germann@295.ca wrote:

Just wondering if there is a way to give the ticket to a RT user account as
soon as they open it, rather than leaving it up to them to ‘Take’ it?

Also, I’m running this report here: Created < ‘3 days ago’ AND ( Status !=
‘rejected’ OR Status != ‘resolved’ ) , which works for now, but is there a
way to tell what this query does (how many tickets are < 3 days), but also
tell me how old they actually are?

Thanks

Kris Germann

Fibernetics Corporation

It is extreme, yes. We’ll see how it works out.

Thanks,

Kris Germann
Fibernetics CorporationFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Tuesday, January 25, 2011 6:50 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Auto-own?

Kris,

You could just use the scrip I gave you and change the condition to
"OnTransaction". That way, if someone touches the ticket and it isn’t owned,
it will set the User as the new Owner of the ticket. That’s pretty extreme
though.

Kenn
LBNL

Kevin,
What is the correct

We have an autoreply template that includes the ticket information. The reply is all html
except the original requestors message that comes out plain text.

I suspect the “Transaction->Content()” should be modified but how? I have tried some solutions
found on this mailing list but no success.

We have these enabled at RT_SiteConfig.pm

Set($PreferRichText, yes);

What is the valid option here? Set($PreferRichText ??, ?);

Am looking into fixing this since we usually receive autoreplies with
"this transaction appears to have no content"

This isn’t a valid value for PreferRichText

Set($TrustHTMLAttachments, 1);

But neither of those affect outgoing mail anyway.

{$Transaction->Content()}

I suspect you want Type => ‘text/html’ there

-kevin

Regards,

Gregory Okoth
NOC Engineer

Email:noc@accesskenya.com
Tel: (254 20) 360 0908
Fax: (254 20)(254 20) 360 0001

Kevin,
What is the correct

We have an autoreply template that includes the ticket information. The reply is all html
except the original requestors message that comes out plain text.

I suspect the “Transaction->Content()” should be modified but how? I have tried some solutions
found on this mailing list but no success.

We have these enabled at RT_SiteConfig.pm

Set($PreferRichText, yes);

What is the valid option here? Set($PreferRichText ??, ?);

The documentation above it in the config files specified what to put
there.

-kevin

Greetings,

So we have a base Queue of Unassigned and we want to have a scrip review
tickets which land there and search for Key words. If fould we want the
ticket moved to a specific queue. How is this scrip written and applied?

Not much of a Perl guru here.

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.