Forgive me if this has already been covered in your mailing lists
archives. I have searched the online documentation and FAQ, and can not
find any answer to this question.
I have the RT2 system installed, and so far am enjoying it. But I have a
configuration change that I would like to implement. I want the watchers
to be able to get an email when a ticket is resolved. (so far simple).
But I have been unable to get the comment in the ticket into the email.
Specificly when an owner choses to resolve a ticket.
The owner leaves the “Update Type” at Comments (not sent to requestor)
In the field the owner details what the fix was.
I then want that information sent to the watchers.
I have set the scrips. below in an attempt to get the mail
The final note, is that the user still gets the email even though the
resolve was set not to mail the requestor.
If there is documentation online somewhere that details this issue I
would be interested in reading through it.
thank you.
^^^^^^^^^^^scrips^^^^^^^^
onResolve NotifyAllWatchers Resolved
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
^^^^^^^^^^^^This is the mail I get^^^^^^^^^^^^Date: Fri, 12 Oct 2001 12:10:41 +0800 (SGT)
From: Ingrid via RT rt@mrt.amd.com
To: engan@cmdmail.amd.com
Cc: admin@mrt.amd.com
Subject: [SgpDesign #68],Advant Waves Loading
According to our records, your request has been resolved. If you have
any
further questions or concerns, please respond to this message.Please do
not respond to this message
unless, this issue is still open.
Fri Oct 12 12:10:41 2001: Request 68 was acted upon.
Transaction: Status changed from open to resolved by ingrid
Queue: general
Subject: (No subject given)
Owner: engan
Requestors: engan@cmdmail.amd.com
Status: resolved
Ticket <URL: http://sgprt/rt/Ticket/Display.html?id=68 >
RT::Attachments=HASH(0xdddfec)
Program fragment at line 22 delivered error Can't locate object method "Comment" via package "RT::Attachments" (perhaps you forgot to load "RT::Attachments"?)'' Program fragment at line 24 delivered error Can’t locate object method
“Content” via package
“RT::Attachments” (perhaps you forgot to load “RT::Attachments”?)‘’
Program fragment at line 27 delivered error ``Can’t call method “head”
on an undefined value’’
Program fragment at line 31 delivered error ``RT::Transaction::Comment
Unimplemented in T. ((eval 385)
line 1)
‘’
Program fragment at line 34 delivered error ``Can’t locate object method
“Content” via package
“Ticket”‘’
^^^^^^^^^^^^^^^^^^^^^End Email^^^^^^^^^^^^^^^^^^^
^^^^^^^^^^^^^^Current Resolved Template^^^^^^^^^^^^^^^^^^^^
Subject: {$Transaction->Subject}
According to our records, your request has been resolved. If you have
any
further questions or concerns, please respond to this message.Please do
not
respond to this message unless, this issue is still open.
{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
Subject: {$Transaction->Subject || “(No subject given)”}
Owner: {$Ticket->OwnerObj->Name}
Requestors: {$Ticket->Requestors->EmailsAsString()}
Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
{$Transaction->Content();}
{$Transaction->Attachments();}
{$Transaction->Attachments->Comment();}
{$Transaction->Attachments->Content();}
{$Ticket->Comment();}
{$Transaction->Comment();}
{Ticket->Content();}
^^^^^^^^^^^^^^^^^^^^^^END Template^^^^^^^^^^^^^^^^^