Modify scrip on resolving ticket

RT Users
1

Hi everybody,

I’m using RT 3.0.10

I’d like to include in the “Ticket Resolved model” the content of the
comment sent to the admin groupe when resolving a ticket.

Instead of sending a generic resolved message to the client and an
another to the admin group, i’d like to send one including the content
of the resolved ticket (sent to the admin group) to the client and an
another including the link to the admin group as it is already
preconfigured.

can somebody help me ?

Thanks !

2

Hi everybody,

I’m using RT 3.0.10

I’d like to include in the “Ticket Resolved model” the content of the
comment sent to the admin groupe when resolving a ticket.

Instead of sending a generic resolved message to the client and an another
to the admin group, i’d like to send one including the content of the
resolved ticket (sent to the admin group) to the client and an another
including the link to the admin group as it is already preconfigured.

can somebody help me ?

Use two scrips. You’re asking for something that would take a great
deal of time for something that can already be done in a few minutes
by just having two different scrips using two different templates.

To include resolve comments, here is an example template that does just that.

---- Cut Here (make sure there’s no blank line at the very top) ----<<<<<<

This is an automated message to notify you that ticket [{$rtname}
#{$Ticket->id()}] has been resolved. Closing comments are included at
the bottom of this message.

Thank you,
{$Ticket->QueueObj->CorrespondAddress()}

Ticket Data:
{
my $CustomFields = $Ticket->QueueObj->CustomFields();
while (my $CustomField = $CustomFields->Next()) {
my $CustomFieldValues=$Ticket->CustomFieldValues($CustomField->Id);
$OUT .= $CustomField->Name;
if ($CustomFieldValues->Count) {
my $spacer;
if ( $CustomField->Type ne ‘FreeformMultiple’ and
$CustomField->Type ne ‘SelectMultiple’ ) {
$spacer = " " x (20 - length($CustomField->Name));
} else {
$spacer = “\n”;
}
$OUT .= “:” . $spacer;
} else {
$OUT .= “:\n”;
next;
}
while (my $CustomFieldValue = $CustomFieldValues->Next) {
$OUT .= " " if ( $CustomField->Type eq ‘FreeformMultiple’ or
$CustomField->Type eq ‘SelectMultiple’ );
$OUT .= $CustomFieldValue->Content . “\n”;
}
$OUT .= “\n” if ( $CustomField->Type eq ‘FreeformMultiple’ or
$CustomField->Type eq ‘SelectMultiple’ );
}
$OUT;
}

Closing Comments:

{
my $resolution_comment;
my $Transactions = $Ticket->Transactions;
$Transactions->GotoFirstItem;
while (my $Transaction = $Transactions->Next) {
$resolution_comment = $Transaction->Content() if
$Transaction->Type eq ‘Comment’;
}
$OUT .= $resolution_comment;
$OUT;
}

----end----<<<<<<<

Andy Harrison