Including the the original message text in correspondence

Hi all. I have been poking around with the templates for a while and I
can’t seem to get the original message from the ticket request to be
included when someone resolves a ticket and sends a comment to the
requester. Has anyone else got this working? Adding a header (which I
guess means just put it in the top of the email and leave two lines)
“RT-Attach-Message: yes” isn’t working for me. Neither is adding
{$Transaction->Content()}. What am I doing wrong?

Thanks,
Nick Kishfy

can’t seem to get the original message from the ticket request to be
included when someone resolves a ticket and sends a comment to the
requester. Has anyone else got this working? Adding a header (which I

Here is my Resolved template:

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 reply to this message if all you have to say is “Thank you”.
That will unncessarily reopen this ticket, even though it is resolved. Reply
only if you think the ticket is not resolved fully or properly.

Your request that caused this ticket to be opened is given below.

Thank you for your co-operation,

{$Ticket->QueueObj->CorrespondAddress()}
{$Ticket->Transactions->First->Content()}

Binand

hi nick,

notice: i’m (still) on rt2.15. should also work in the rt3-branch

if you put

  1. {$Transaction->Content()}
  2. proceeded by at least 2 blank lines
  3. in a template text
  4. and defined a proper script(action) triggering that template

things should work fine.

the only problem we expierence here is that the transaction-content gets
lost, if the original-mail contained an attachment.

it might be helpfull, if you explained what ‘isn’t working for me’ is in
detail.

no mails sent at all?
what does the mailbody look like?

cu
andreas

Date: Tue, 12 Aug 2003 14:39:39 -0400
From: “Nick Kishfy” nkishfy@strategicpoint.com
To: rt-users@lists.fsck.com
Subject: [rt-users] Including the the original message text in
correspondence

A couple months ago I was asking about an Entity
Relation Diagram (ERD) for RT2. There didn’t appear
to be one that anyone would fess up to, but this
appears to be what I need:

http://www.bestpractical.com/~j/rt_datmodel.jpg

So, if anyone else is interested in extracting useful
statistics from RT, the above is very helpful.

“I’m the Commander, see … I do not need to explain why I say things. That’s the interesting thing about being the President … [I] don’t feel like I owe anybody an explanation.” – President George W. Bush to the National Security Council

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Do you have one for RT3 ?On Mon, 15 Sep 2003, Joseph Spenner wrote:

A couple months ago I was asking about an Entity
Relation Diagram (ERD) for RT2. There didn’t appear
to be one that anyone would fess up to, but this
appears to be what I need:

http://www.bestpractical.com/~j/rt_datmodel.jpg

So, if anyone else is interested in extracting useful
statistics from RT, the above is very helpful.

=====
“I’m the Commander, see … I do not need to explain why I say things. That’s the interesting thing about being the President … [I] don’t feel like I owe anybody an explanation.” – President George W. Bush to the National Security Council


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A couple months ago I was asking about an Entity
Relation Diagram (ERD) for RT2. There didn’t appear
to be one that anyone would fess up to, but this
appears to be what I need:

http://www.bestpractical.com/~j/rt_datmodel.jpg

So, if anyone else is interested in extracting useful
statistics from RT, the above is very helpful.

What are useful statistics for You? Do You think it’s feasible to add
some of them to the Statistics3 Package?

Regards,
Harald Wagener

The Statistics Package for RT 3 is available at

I’d like to be able to do queries such as:

  1. How many tickets were opened in July in queue Foo
  2. How many tickets in July have keywords “bogon
    alert”
  3. How many tickets in August in queue Foo with
    keywords “printing” OR “reboot”— Harald Wagener hwagener@hamburg.fcb.com wrote:

What are useful statistics for You? Do You think
it’s feasible to add
some of them to the Statistics3 Package?

Regards,
Harald Wagener


The Statistics Package for RT 3 is available at
Technologie-Zentrum Informatik und Informationstechnik - Universität Bremen

“I’m the Commander, see … I do not need to explain why I say things. That’s the interesting thing about being the President … [I] don’t feel like I owe anybody an explanation.” – President George W. Bush to the National Security Council

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