Combine "issue resolved" and the last reply/message into one single email

RT Users
1

When I close a issue, the customer first get an email with the
answer/soltion, and then a new email stating that the issue is closed.

Could I either
A: Combine these into one single message.
B: Not send an email when the issue is closed (using “Reply”, not
“Resolve”) at all.

Med vennlig hilsen / with kind regards
Steffen Tronstad
BroadPark Games drift/design
NextGenTel AS, part of TeliaSonera Group
Tlf: +47 466 988 46
Mail: sttr@nextgentel.com mailto:sttr@nextgentel.com
P please don’t print this e-mail unless you really need to.

2

When I close a issue, the customer first get an email with the
answer/soltion, and then a new email stating that the issue is closed.

Could I either
A: Combine these into one single message.
B: Not send an email when the issue is closed (using “Reply”, not
“Resolve”) at all.

Steffen -

There are two transactions in play - the reply (answer/solution) and the
resolve. Hence two emails.

You can’t combine the messages, but you can stop the ‘resolve’ email. Find
the scrip that controls this email: “On resolve Notify Requestors…”
and remove it.

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

3

Very nice, thank you :slight_smile:

I’ve now spent 1,5 hours setting up RT to be exactly what I needed, after using 5+ hours configuring ‘Eventum’ to find out it is way to complicated and “project-based”.

Med vennlig hilsen / with kind regards
Steffen Tronstad
BroadPark Games drift/design
NextGenTel AS, part of TeliaSonera Group
Tlf: +47 466 988 46
Mail: sttr@nextgentel.com mailto:sttr@nextgentel.com
 please don’t print this e-mail unless you really need to.

-----Opprinnelig melding-----Fra: Stephen Turner [mailto:sturner@MIT.EDU]
Sendt: 3. desember 2008 15:39
Til: Steffen Tronstad; rt-users@lists.bestpractical.com
Emne: Re: [rt-users] Combine “issue resolved” and the last reply/message into one single email

When I close a issue, the customer first get an email with the
answer/soltion, and then a new email stating that the issue is closed.

Could I either
A: Combine these into one single message.
B: Not send an email when the issue is closed (using “Reply”, not
“Resolve”) at all.

Steffen -

There are two transactions in play - the reply (answer/solution) and the
resolve. Hence two emails.

You can’t combine the messages, but you can stop the ‘resolve’ email. Find
the scrip that controls this email: “On resolve Notify Requestors…”
and remove it.

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

4

Steffen,

I use this template:

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

Comments about the resolution of this issue:

{
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;
}

Very nice, thank you :slight_smile:

I’ve now spent 1,5 hours setting up RT to be exactly what I needed, after
using 5+ hours configuring ‘Eventum’ to find out it is way to complicated
and “project-based”.

Med vennlig hilsen / with kind regards
Steffen Tronstad
BroadPark Games drift/design
NextGenTel AS, part of TeliaSonera Group
Tlf: +47 466 988 46
Mail: sttr@nextgentel.com mailto:sttr@nextgentel.com
 please don’t print this e-mail unless you really need to.

-----Opprinnelig melding-----
Fra: Stephen Turner [mailto:sturner@MIT.EDU]
Sendt: 3. desember 2008 15:39
Til: Steffen Tronstad; rt-users@lists.bestpractical.com
Emne: Re: [rt-users] Combine “issue resolved” and the last reply/message
into one single email