Forward ticket as e-mail?

I checked the FAQ and couldn’t find this… there are times when it would be handy to forward the contents of a ticket (perhaps with a handy comment at the top) to someone outside the ticket system for their input… at present I copy/paste into a seperate e-mail and send it but that lacks because:

  1. Its more complicated;
  2. No record in the ticket that I sent said e-mail;
  3. The 3rd parties response is not automatically added to the ticket.

I don’t want to add them as a CC or AdminCC as that is even more complicated and then all other CC/AdminCC would get copies of my query to the 3rd party which is undesirable.

So basically what I want is an additional option (to Reply and Comment) called ‘Forward’?

Thoughts?

-steve

Steven E. Ames wrote:

I checked the FAQ and couldn’t find this… there are times when it would be handy to forward the contents of a ticket (perhaps with a handy comment at the top) to someone outside the ticket system for their input… at present I copy/paste into a seperate e-mail and send it but that lacks because:

  1. Its more complicated;
  2. No record in the ticket that I sent said e-mail;
  3. The 3rd parties response is not automatically added to the ticket.

I don’t want to add them as a CC or AdminCC as that is even more complicated and then all other CC/AdminCC would get copies of my query to the 3rd party which is undesirable.

So basically what I want is an additional option (to Reply and Comment) called ‘Forward’?

I’ve modified my reply and comment templates so that the entire ticket
history is attached also (comments include everything, replies only the
replies). Thus if I make a comment or reply, I can CC: any third party
and they get the full ticket history. The other advantage is that users
have a full ticket history every time a ticket is updated. One downside
is that when users reply, they forget to delete the reply text so their
reply includes the entire work order history, but most of our work
orders don’t go beyond 3-4 replies for us so it’s not a big deal. Here
are my templates:

Correspondence Template:

RT-Template: Correspondence
Organization: Philadelphia Biblical University
RT-Attach-Message: yes

New Response Regarding Your Work Order
{$Transaction->Content()}

Initial User Work Order:
{$Ticket->Transactions->First->Content()}

Work Order History:
{
my $resolved_message = ‘’;
my $last_content = ‘’;

my $transactions = $Ticket->Transactions;
$transactions->Limit( FIELD => ‘Type’, VALUE => ‘Correspond’ );

while (my $transaction = $transactions->Next) {
my $attachments = $transaction->Attachments;

while (my $message = $attachments->Next) {
  next unless $message->ContentType =~
           m!^(text/plain|message|text$)!i;

  my $content = $message->Content;
  next unless $content;

  next if $last_content eq $content;
  $last_content = $content;

  my $subject = ($message->Subject || $Ticket->Subject);

  my $wrapper = Text::Wrapper->new(columns=>70);
  $content = $wrapper->wrap($content);

  $resolved_message .= "Subject: ";
  $resolved_message .= $subject;
  $resolved_message .= "\n";
  $resolved_message .= "From: ";
  $resolved_message .= $message->CreatorObj->RealName || 

$message->CreatorObj->EmailAddress;
$resolved_message .= “\n”;
$resolved_message .= “Time: “;
$resolved_message .= $message->CreatedObj->AsString;
$resolved_message .= “\n”;
$resolved_message .= “\n”;
$resolved_message .= “$content\n”;
$resolved_message .=
”------------------------------------------------\n”;
}
}
$resolved_message;
}

Admin Correspondence Template:

RT-Template: Admin correspondence
Organization: Philadelphia Biblical University
RT-Attach-Message: yes

<URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

New Response Regarding Work Order:
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

{$Transaction->Content()}

Your Initial User Work Order Was:

{$Ticket->Transactions->First->Content()}

Work Order History:

{
my $resolved_message = ‘’;
my $last_content = ‘’;

my $transactions = $Ticket->Transactions;
$transactions->Limit( FIELD => ‘Type’, VALUE => ‘Correspond’ );

while (my $transaction = $transactions->Next) {
my $attachments = $transaction->Attachments;

while (my $message = $attachments->Next) {
  next unless $message->ContentType =~
           m!^(text/plain|message|text$)!i;

  my $content = $message->Content;
  next unless $content;

  next if $last_content eq $content;
  $last_content = $content;

  my $subject = ($message->Subject || $Ticket->Subject);

  my $wrapper = Text::Wrapper->new(columns=>70);
  $content = $wrapper->wrap($content);

  $resolved_message .= "Subject: ";
  $resolved_message .= $subject;
  $resolved_message .= "\n";
  $resolved_message .= "From: ";
  $resolved_message .= $message->CreatorObj->RealName || 

$message->CreatorObj->EmailAddress;
$resolved_message .= “\n”;
$resolved_message .= “Time: “;
$resolved_message .= $message->CreatedObj->AsString;
$resolved_message .= “\n”;
$resolved_message .= “\n”;
$resolved_message .= “$content\n”;
$resolved_message .=
”------------------------------------------------\n”;
}
}
$resolved_message;
}
Jay Lee
Network / Systems Administrator
Information Technology Dept.
Philadelphia Biblical University

> Except that the comment only contains what you put in it... you'd still > have to copy/paste from other parts of the ticket to send the person the > ticket history. But it is, perhaps, good enough for my purposes :) Thank > you.

This is one area that I find our new RT users get confused with. There
are two “types” of replies and comments. At the top right of the ticket
is what I call the “empty reply” and “empty comment” options. They will
add a new reply or comment without quoting any of the ticket. The other
locations are on each transaction in the history of the ticket. Those
"reply" and “comment” options quote the content of that section of the
history.

So, we simply use comment button that will include the quote that includes
the history that we need. 90% of the time we are able to find a
transaction in the history that has all of the information needed.

~~ Chris

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