Including Attachment on owner change?

RT Users
1

RT3.2.3

OnOwnerChange template does not include a ticket’s attachments - just the
transaction. Does anyone have code for this template to include the
attachment?

Thanks.

Joe Micciche

2

OnOwnerChange template does not include a ticket’s attachments - just the
transaction. Does anyone have code for this template to include the
attachment?

Look at any of the other templates?

seph

3

OnOwnerChange template does not include a ticket’s attachments - just
the
transaction. Does anyone have code for this template to include the
attachment?

Look at any of the other templates?

seph

Yes I have but I don’t see anything about Attachments in other templates.
Guess I need a little more explicit help.

Thanks.

joe

4

Joseph_Micciche@Progressive.com wrote:

RT3.2.3

OnOwnerChange template does not include a ticket’s attachments - just the
transaction. Does anyone have code for this template to include the
attachment?

Thanks.

Joe Micciche

“OwnerChange” transaction have no attachments.
Similar question is described in FAQ: Request Tracker Wiki

Q: The ‘resolve’ Transaction
http://wiki.bestpractical.com/index.cgi?Transaction has no content

Also may be
Request Tracker Wiki can
help you.

5

“OwnerChange” transaction have no attachments.
Similar question is described in FAQ: Request Tracker Wiki

Q: The ‘resolve’ Transaction
http://wiki.bestpractical.com/index.cgi?Transaction has no content

Also may be
Request Tracker Wiki can
help you.

Thanks Ruslan, but this still doesn’t meet our needs. The people to whom we
assign tickets are outside of our organization and everything is
email-based. (Link to attachment doesn’t help.)

I need to get the attachment to the Owner on owner change, in the email
they get letting them know they have been assigned a ticket. Has anyone
else done this?

Thanks.

joe

6

At Wednesday 4/20/2005 09:50 AM, Joseph_Micciche@Progressive.com wrote:

I need to get the attachment to the Owner on owner change, in the email
they get letting them know they have been assigned a ticket. Has anyone
else done this?

Thanks.

joe

Joe,

What attachment are you referring to? Is this something that is part of the
earlier history of your tickets? As Ruslan mentioned, the owner-change
transaction has no associated attachment.

Steve

7

At Wednesday 4/20/2005 09:50 AM, Joseph_Micciche@Progressive.com wrote:

I need to get the attachment to the Owner on owner change, in the email
they get letting them know they have been assigned a ticket. Has anyone
else done this?

Thanks.

joe

Joe,

What attachment are you referring to? Is this something that is part of
the
earlier history of your tickets? As Ruslan mentioned, the owner-change
transaction has no associated attachment.

Steve

Hi Steve, our people frequently submit tickets/requests that have
attachments (doc, txt, pdf, xls). The attachments may contain the request,
or have much useful info about the request.

When I assign a ticket, the attachment does not get included in the email
to the Owner - but Watchers and Admins get it. I don’t know how to include
the attachment in the template OwnerChange - there is no reference to the
attachment in any other template.

joe

8

Joseph_Micciche@Progressive.com wrote:

Hi Steve, our people frequently submit tickets/requests that have
attachments (doc, txt, pdf, xls). The attachments may contain the request,
or have much useful info about the request.

When I assign a ticket, the attachment does not get included in the email
to the Owner - but Watchers and Admins get it. I don’t know how to include
the attachment in the template OwnerChange - there is no reference to the
attachment in any other template.

You might try the template, or some variant, laid out here:
http://wiki.bestpractical.com/index.cgi?AddTicketHistoryToMail

I think there was one floating around on the list a while back about
attaching just the original message. Or maybe I’m thinking about one
that came in one of the original templates. We do this with the
original ticket contents on re-assingment. I’ll see what we do there
and get back to when I finish up my current project today.

joe

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University of Cincinnati

9

Joseph_Micciche@Progressive.com wrote:>Stephen Turner sturner@MIT.EDU wrote on 04/20/2005 10:01:29 AM:

At Wednesday 4/20/2005 09:50 AM, Joseph_Micciche@Progressive.com wrote:

I need to get the attachment to the Owner on owner change, in the email
they get letting them know they have been assigned a ticket. Has anyone
else done this?

Thanks.

joe

Joe,

What attachment are you referring to? Is this something that is part of

the

earlier history of your tickets? As Ruslan mentioned, the owner-change
transaction has no associated attachment.

Steve

Hi Steve, our people frequently submit tickets/requests that have
attachments (doc, txt, pdf, xls). The attachments may contain the request,
or have much useful info about the request.

When I assign a ticket, the attachment does not get included in the email
to the Owner - but Watchers and Admins get it. I don’t know how to include
the attachment in the template OwnerChange - there is no reference to the
attachment in any other template.

joe

AFAIU ticket owners have no access to WebUI and you want send(forward)
them history of the ticket with all attachments.
You can start from
Request Tracker Wiki as
mentioned, but this solution only covers text parts.

AFAIK nobody have published solution(action) that sends full history
to user.

Best regards, Ruslan.

10

AFAIU ticket owners have no access to WebUI and you want send(forward)
them history of the ticket with all attachments.

You are exactly right, Ruslan.

AFAIK nobody have published solution(action) that sends full history
to user.

So it seems that my only solution would be to create a custom template and
scrip that would email only the owner and only if an attachment was
included. We can live with a duplicate email to the owner vs manual
intervention to get them the attachment.

Any help would be appreciated.

joe