Combine Correspond and Resolve scrips?

RT Users
1

A default RT installation has scrips to send correspondence to requestors,
and to send an email to requestors indicating that their ticket has been
resolved.

I’d like to combine the two in a way such that the “resolution” email also
includes the correspondence entered as part of the resolving transaction.

To achieve this, I have modified the “Resolved” template to also contain
the transaction’s content.

This works as desired with two exceptions:

  1. Hitting Resolve in the RT web interface, changing Comment to
    Correspond, typing a message and submitting results in two emails being
    sent to the requestor: one with just the correspondence, and another with
    the “resolved” message and the same correspondence. I’d prefer only one
    email to be sent.

  2. When resolving a ticket without comment, the “resolved” email is sent
    containing the message “this transaction appears to have no content,” which
    I’d like to avoid.

Essentially I guess I want to do these two things:

  1. Make the Correspond scrip only fire if the transaction (or
    transaction batch?) isn’t also resolving or rejecting the ticket.

  2. Modify the Resolved template to not output the “appears to have no
    content” message if the transaction (batch?) doesn’t include a
    correspondence element.

What is the most appropriate way to do these? Can it all be achieved using
scrips and templates alone?

I suppose one option might be to place a conditional “does transaction
(batch?) include ticket resolution” element into the Correspondence
template and remove the Resolved template altogether, but if it is, I’m not
entirely sure how to implement this.

Clarification on whether corresponding and resolving at the same time is
considered a single transaction or a batch would also be gratefully
received.

2

Hi Alex, I’m not sure how to resolve the first issue (probably some logic in the Correspondence scrip) but below will get rid of the “no content” message.

Replace $Transaction->Content() with the below in your templates to remove the no content message in emails.

{$Transaction->Content() eq ‘This transaction appears to have no content’ ?

‘’ :

$Transaction->Content();

}From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Alex Peters
Sent: Wednesday, June 04, 2014 10:38 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] combine Correspond and Resolve scrips?

A default RT installation has scrips to send correspondence to requestors, and to send an email to requestors indicating that their ticket has been resolved.

I’d like to combine the two in a way such that the “resolution” email also includes the correspondence entered as part of the resolving transaction.

To achieve this, I have modified the “Resolved” template to also contain the transaction’s content.

This works as desired with two exceptions:

  1. Hitting Resolve in the RT web interface, changing Comment to Correspond, typing a message and submitting results in two emails being sent to the requestor: one with just the correspondence, and another with the “resolved” message and the same correspondence. I’d prefer only one email to be sent.

  2. When resolving a ticket without comment, the “resolved” email is sent containing the message “this transaction appears to have no content,” which I’d like to avoid.

Essentially I guess I want to do these two things:

  1. Make the Correspond scrip only fire if the transaction (or transaction batch?) isn’t also resolving or rejecting the ticket.

  2. Modify the Resolved template to not output the “appears to have no content” message if the transaction (batch?) doesn’t include a correspondence element.

What is the most appropriate way to do these? Can it all be achieved using scrips and templates alone?

I suppose one option might be to place a conditional “does transaction (batch?) include ticket resolution” element into the Correspondence template and remove the Resolved template altogether, but if it is, I’m not entirely sure how to implement this.

Clarification on whether corresponding and resolving at the same time is considered a single transaction or a batch would also be gratefully received.

------------------------------------------------------------------------------This message contains information that may be confidential and proprietary. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message immediately.

3

Just a note, those are a pair of single quotes next to each other not a double quote.From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Hubbard, Jason
Sent: Thursday, June 05, 2014 2:29 PM
To: Alex Peters; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] combine Correspond and Resolve scrips?

Hi Alex, I’m not sure how to resolve the first issue (probably some logic in the Correspondence scrip) but below will get rid of the “no content” message.

Replace $Transaction->Content() with the below in your templates to remove the no content message in emails.

{$Transaction->Content() eq ‘This transaction appears to have no content’ ?

‘’ :

$Transaction->Content();

}

From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Alex Peters
Sent: Wednesday, June 04, 2014 10:38 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] combine Correspond and Resolve scrips?

A default RT installation has scrips to send correspondence to requestors, and to send an email to requestors indicating that their ticket has been resolved.

I’d like to combine the two in a way such that the “resolution” email also includes the correspondence entered as part of the resolving transaction.

To achieve this, I have modified the “Resolved” template to also contain the transaction’s content.

This works as desired with two exceptions:

  1. Hitting Resolve in the RT web interface, changing Comment to Correspond, typing a message and submitting results in two emails being sent to the requestor: one with just the correspondence, and another with the “resolved” message and the same correspondence. I’d prefer only one email to be sent.

  2. When resolving a ticket without comment, the “resolved” email is sent containing the message “this transaction appears to have no content,” which I’d like to avoid.

Essentially I guess I want to do these two things:

  1. Make the Correspond scrip only fire if the transaction (or transaction batch?) isn’t also resolving or rejecting the ticket.

  2. Modify the Resolved template to not output the “appears to have no content” message if the transaction (batch?) doesn’t include a correspondence element.

What is the most appropriate way to do these? Can it all be achieved using scrips and templates alone?

I suppose one option might be to place a conditional “does transaction (batch?) include ticket resolution” element into the Correspondence template and remove the Resolved template altogether, but if it is, I’m not entirely sure how to implement this.

Clarification on whether corresponding and resolving at the same time is considered a single transaction or a batch would also be gratefully received.

------------------------------------------------------------------------------This message contains information that may be confidential and proprietary. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message immediately.
------------------------------------------------------------------------------This message contains information that may be confidential and proprietary. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message immediately.

------------------------------------------------------------------------------This message contains information that may be confidential and proprietary. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message immediately.