Hello,
When I resolve a ticket, I want the requester to receive the ticket
comments, and a notice the ticket is resolved, in just one email.
Someone out there must have this set up. I’ve been playing with
“TransactionBatch” to see if that could help prevent duplicates.
Currently, I use a default resolve scrip, which notifies the requester
when the ticket is resolved. The template does not include the comments
from the resolution, only some generic text.
I’ve been going in circles trying to have the requester get only one
ticket upon resolution. An email which includes the resolution comments.
If when I resolve the ticket, I change the “Update Type” to “Reply to
Requestors”, the requester gets one email, without the comments.
Here is the summary of my scrips.
Description Stage Condition Action Template
14 Notify Requestor on Correspond TransactionCreate On Correspond Notify Requestors Admin Correspondence
13 Notify requestor when ticket is taken Disabled On Owner Change Notify Requestors Owner Changed
8 On Comment Notify AdminCcs as Comment TransactionBatch On Comment Notify AdminCcs as Comment Admin Comment
9 On Comment Notify Other Recipients as Comment Disabled On Comment Notify Other Recipients as Comment Correspondence
5 On Correspond Notify AdminCcs TransactionBatch On Correspond Notify AdminCcs Admin Correspondence
6 On Correspond Notify Ccs TransactionBatch On Correspond Notify Ccs Correspondence
7 On Correspond Notify Other Recipients Disabled On Correspond Notify Other Recipients Correspondence
17 On Correspond Notify Requestor TransactionBatch On Correspond Notify Owner, Requestors, Ccs and AdminCcs Admin Correspondence
1 On Correspond Open Tickets TransactionCreate On Correspond Open Tickets Blank
3 On Create Autoreply To Requestors TransactionCreate On Create Autoreply To Requestors Autoreply
4 On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcs Transaction
15 On Owner Change Notify Admincc TransactionCreate On Owner Change Notify AdminCcs as Comment Owner Changed
2 On Owner Change Notify Owner Disabled On Owner Change Notify Owner Owner Changed
18 On Owner Change Notify Requestor TransactionBatch On Owner Change Notify Requestors Owner Changed
10 On Resolve Notify Requestors TransactionBatch On Resolve Notify Owner, Requestors, Ccs and AdminCcs Resolved
11 On transaction, add any tags in the transaction’s subject to the ticket’s subject TransactionCreate On Transaction Extract Subject Tag Blank
(Check box to delete)
I’ve looked at the mysql settings/tables. I’ve looked at the logs, and
am trying to see where in the code it is asking to send all these
emails. There is a section where it prevents sending emails to
blacklisted addresses. It would be nice if it prevented duplicates. I
haven’t used perl in a while, so haven’t been able to modify.
Sandra
We are in the same boat. I have a plan to change all of the scrips on reply/comment/resolve to use a default transaction template that gives all info to all users (admincc, requestor, etc) just once on each transaction. In our case we use rt internally so we don’t have the need to comment without the requestor seeing. So in our case the difference just causes confusion. But to answer your question it is in the scripts and templates. If you want to keep the defaults as they are for comment vs reply, change the apply to requestor on resolve scrip to include the comments.On May 18, 2012, at 4:42 PM, Sandra Wittenbrock sandra@hpcrd.lbl.gov wrote:
Hello,
When I resolve a ticket, I want the requester to receive the ticket
comments, and a notice the ticket is resolved, in just one email.
Someone out there must have this set up. I’ve been playing with
“TransactionBatch” to see if that could help prevent duplicates.
Currently, I use a default resolve scrip, which notifies the requester
when the ticket is resolved. The template does not include the comments
from the resolution, only some generic text.
I’ve been going in circles trying to have the requester get only one
ticket upon resolution. An email which includes the resolution comments.
If when I resolve the ticket, I change the “Update Type” to “Reply to
Requestors”, the requester gets one email, without the comments.
Here is the summary of my scrips.
Description Stage Condition Action Template
14 Notify Requestor on Correspond TransactionCreate On Correspond Notify Requestors Admin Correspondence
13 Notify requestor when ticket is taken Disabled On Owner Change Notify Requestors Owner Changed
8 On Comment Notify AdminCcs as Comment TransactionBatch On Comment Notify AdminCcs as Comment Admin Comment
9 On Comment Notify Other Recipients as Comment Disabled On Comment Notify Other Recipients as Comment Correspondence
5 On Correspond Notify AdminCcs TransactionBatch On Correspond Notify AdminCcs Admin Correspondence
6 On Correspond Notify Ccs TransactionBatch On Correspond Notify Ccs Correspondence
7 On Correspond Notify Other Recipients Disabled On Correspond Notify Other Recipients Correspondence
17 On Correspond Notify Requestor TransactionBatch On Correspond Notify Owner, Requestors, Ccs and AdminCcs Admin Correspondence
1 On Correspond Open Tickets TransactionCreate On Correspond Open Tickets Blank
3 On Create Autoreply To Requestors TransactionCreate On Create Autoreply To Requestors Autoreply
4 On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcs Transaction
15 On Owner Change Notify Admincc TransactionCreate On Owner Change Notify AdminCcs as Comment Owner Changed
2 On Owner Change Notify Owner Disabled On Owner Change Notify Owner Owner Changed
18 On Owner Change Notify Requestor TransactionBatch On Owner Change Notify Requestors Owner Changed
10 On Resolve Notify Requestors TransactionBatch On Resolve Notify Owner, Requestors, Ccs and AdminCcs Resolved
11 On transaction, add any tags in the transaction’s subject to the ticket’s subject TransactionCreate On Transaction Extract Subject Tag Blank
(Check box to delete)
I’ve looked at the mysql settings/tables. I’ve looked at the logs, and
am trying to see where in the code it is asking to send all these
emails. There is a section where it prevents sending emails to
blacklisted addresses. It would be nice if it prevented duplicates. I
haven’t used perl in a while, so haven’t been able to modify.
Sandra