Comments / resolution included in resolved ticket email?

Hi

I’m trying to figure out a way to add comments to the email that’s sent to
notify a requestor that a ticket was resolved. It’s currently using the
default

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

but is there anyway to add the text of the comment that was set when the
ticket was actually resolved with this message also?

Thanks!

ZB

Hi ZB,

Have you played around with the build in scrips? Creat a Template with the
answer you need and a scrip with the
ACTION: ON RESOLVE
CONDITION: NOTIFY REQUESTOR
TEMPLATE: Choose the one you have created.

Callto://torsten_brumm

Thanks in advance

: Torsten Brumm
: IT Security Engineer
:
: Kuehne + Nagel
: HAM - MI-C
:
: Ferdinand Strasse 29-33
: 20095 Hamburg
:
: +49 (40) 329 15 199
: +49 (40) 329 15 500
:
: torsten.brumm@kuehne-nagel.com
: www.kn-portal.com
: icq: 78258840

Hi ZB,

Small mistake:

CONDITION: ON RESOLVE
ACTION: NOTIFY REQUESTOR
TEMPLATE: Choose the one you have created.

Callto://torsten_brumm

Thanks in advance

: Torsten Brumm
: IT Security Engineer
:
: Kuehne + Nagel
: HAM - MI-C
:
: Ferdinand Strasse 29-33
: 20095 Hamburg
:
: +49 (40) 329 15 199
: +49 (40) 329 15 500
:
: torsten.brumm@kuehne-nagel.com
: www.kn-portal.com
: icq: 78258840

IMHO you need http://wiki.bestpractical.com/index.cgi?AddLastCommentToMailOn 11/7/05, Torsten Brumm torsten.brumm@kuehne-nagel.com wrote:

Hi ZB,

Small mistake:

CONDITION: ON RESOLVE
ACTION: NOTIFY REQUESTOR
TEMPLATE: Choose the one you have created.

Callto://torsten_brumm

Thanks in advance

: Torsten Brumm
: IT Security Engineer
:
: Kuehne + Nagel
: HAM - MI-C
:
: Ferdinand Strasse 29-33
: 20095 Hamburg
:
: +49 (40) 329 15 199
: +49 (40) 329 15 500
:
: torsten.brumm@kuehne-nagel.com
: www.kn-portal.com
: icq: 78258840

-----Ursprüngliche Nachricht-----
Von: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag
von Torsten Brumm
Gesendet: Montag, 7. November 2005 21:39
An: ‘ZB’; rt-users@lists.bestpractical.com
Betreff: AW: [rt-users] Comments / resolution included in
resolved ticketemail?

Hi ZB,

Have you played around with the build in scrips? Creat a
Template with the answer you need and a scrip with the
ACTION: ON RESOLVE
CONDITION: NOTIFY REQUESTOR
TEMPLATE: Choose the one you have created.

Callto://torsten_brumm

Thanks in advance

: Torsten Brumm
: IT Security Engineer
:
: Kuehne + Nagel
: HAM - MI-C
:
: Ferdinand Strasse 29-33
: 20095 Hamburg
:
: +49 (40) 329 15 199
: +49 (40) 329 15 500
:
: torsten.brumm@kuehne-nagel.com
: www.kn-portal.com
: icq: 78258840

-----Ursprüngliche Nachricht-----
Von: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von ZB
Gesendet: Montag, 7. November 2005 21:03
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Comments / resolution included in
resolved ticket
email?

Hi

I’m trying to figure out a way to add comments to the email that’s
sent to notify a requestor that a ticket was resolved.
It’s currently using the default

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

but is there anyway to add the text of the comment that was
set when
the ticket was actually resolved with this message also?

Thanks!

ZB


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Download a free sample chapter from http://rtbook.bestpractical.com


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Download a free sample chapter from http://rtbook.bestpractical.com

Best regards, Ruslan.