Help: copy the original request to adminCC of the new queue on QueueChange

Hi,

We’re sort of new to RT configuration, and could use a little assistance.

We have a custom scrip in our RT setup that notifies an AdminCC on
QueueChange. Straightforward so far… right?

We’ve been asked to make RT copy the original ticket into the notification
being sent to AdminCCs; this seems like
it should be a relatively straightforward thing to do, but I confess that I
just don’t quite grasp how to go about the implementation.

Has someone done this task before, so that they can give me a hint or two?

deeply appreciative in advance,

–elijah

Eljah,

We send a lot of ticket info in our emails so that the user doesn't 

have to switch screens and get in RT just to check on the tickets info
status. Below is a copy of the template we use for “Resolved” tickets:

Template Name: Resolved

Description: Create E-mail content to include Ticket Description and

resolution comment.

Written: Vanilla

Modified: 05/18/2006 - Anthony Lincoln/added resolution comment

Modified: 08/14/2007 - Wil Hubert/added ticket description

Modified: 03/07/2007 - Kenn Crocker/modified flower box

Modified: 04/16/2007 - Kenn Crocker/modified Displayed ticket info

Modified: 08/22/2007 - Kenn Crocker/added ticket subject to header

Modified: 09/17/2007 - Kenn Crocker/added ticket number to header

Modified: 01/15/2008 - Kenn Crocker/added QA info to body

CUT AND PASTE CODE BELOW ONLY!!

This ticket has been resolved. DO NOT REPLY to this message!
TICKET INFORMATION:
Ticket Number : {$Ticket->Id}
Ticket Subject: {$Ticket->Subject}
Ticket Description:
{
return $Ticket->FirstCustomFieldValue(‘Description’);
}
Ticket Priority is: {$Ticket->Priority}
Ticket Created by: {$Ticket->CreatorObj->Name}
Ticket Created on: {substr($Ticket->Created, 0, 10)}
Ticket Owned by: {$Ticket->OwnerObj->Name}
Development Started on: {substr($Ticket->Started, 0, 10)}
QA Approved on: {return $Ticket->FirstCustomFieldValue(‘QA Approved’);}
QA Approved by: {return $Ticket->FirstCustomFieldValue(‘QA Approver’);}
Migrated on: {substr($Ticket->Resolved, 0, 10)}
Migrated by: {$Ticket->LastUpdatedByObj->Name}
Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;

   $Transactions = $Ticket->Transactions;
   $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
   $Transactions->OrderByCols(
       { FIELD => 'Created',  ORDER => 'DESC' },
       { FIELD => 'id',     ORDER => 'DESC' },
       );

   $CommentObj = $Transactions->First;

   if  ($CommentObj && $CommentObj->id)
   {
        $Resolution_Comment = $CommentObj->Content;
   }
   else
   {
        $Resolution_Comment = "No comment."
   }

   return $Resolution_Comment;

}
To view ticket information, enter URL:

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


Please take note that the info box is NOT to be pasted as template 

code. Also, you may notice that this template refers to info that is not
normal RT data. These are Custom Fields. Keep in mind that the ticket
“creator” is not necessarily the ticket “requestor”. Those are seperate
data objects in RT. Also, and VERY IMPORTANT, notice the blank line
after the"Subject:" line. This blank line is REQUIRED! That line it what
allows RT to differentiate between “replacing” an RT header and body
content.
Anyway, I hope this helps.

Kenn
LBNLOn 1/17/2008 9:26 AM, Elijah Wright wrote:

Hi,

We’re sort of new to RT configuration, and could use a little assistance.

We have a custom scrip in our RT setup that notifies an AdminCC on
QueueChange. Straightforward so far… right?

We’ve been asked to make RT copy the original ticket into the
notification being sent to AdminCCs; this seems like
it should be a relatively straightforward thing to do, but I confess
that I just don’t quite grasp how to go about the implementation.

Has someone done this task before, so that they can give me a hint or two?

deeply appreciative in advance,

–elijah



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