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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