On assign, send text of ticket to new owner

RT Users
1

Is there a way to do this?

What I need is when a ticket is given to a new owner, the body of the
ticket is included in the notification email.

2

Is there a way to do this?

What I need is when a ticket is given to a new owner, the body of the
ticket is included in the notification email.

There is an OnOwnerChange scrip condition in the contrib files, and
displaying the full history of a ticket has been discussed on the list
recently. You should find it when checking the archive.

Regards,
Harald

Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg

3

At 09:33 AM 1/22/2003 +0100, Harald Wagener wrote:

Am Dienstag, 21.01.03 um 22:31 Uhr schrieb Russ Johnson:

Is there a way to do this?

What I need is when a ticket is given to a new owner, the body of the
ticket is included in the notification email.

There is an OnOwnerChange scrip condition in the contrib files, and
displaying the full history of a ticket has been discussed on the list
recently. You should find it when checking the archive.

Thanks for your help.

I already have the OnOwnerChange installed.

I found what I think you were referring to for a template. However, the
rendering of the archive leaves a lot to be desired. Here’s what I see:

=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=
=3D=3D=3DFULL TICKET HISTORY=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=
=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D

{my $transactions =3D $Ticket->Transactions;
while (my $trans =3D $transactions->Next) {
$OUT .=3D $trans->CreatedObj->AsString . “: " .
$trans->Description;
if ($trans->TimeTaken) {
$OUT .=3D " (”.$trans->TimeTaken." min)“;
}
$OUT .=3D “\n”;
if ($trans->Content) {
$OUT .=3D $trans->Content . “\n”;
}
$OUT .=3D ('-'x78).”\n";
}

1;
}

I’m assuming that those =3D’s are supposed to be something else.
Unfortunately, I couldn’t tell you what they are. Anyone who knows, please
let me know.

Thanks!

Russ Johnson

4
  • Russ Johnson [2003-01-22 13:55]:

I found what I think you were referring to for a template. However,
the rendering of the archive leaves a lot to be desired. Here’s what I
see:

All those =3D’s should be =; a little global search and replace should fix
that for you.

I’m assuming that those =3D’s are supposed to be something else.
Unfortunately, I couldn’t tell you what they are. Anyone who knows,
please let me know.

I think that’s quoted-printable encoding, which is pretty common for
mailers.

(darren)

All is fear in love and war.

5

At 02:01 PM 1/22/2003 -0500, darren chamberlain wrote:

  • Russ Johnson [2003-01-22 13:55]:

I found what I think you were referring to for a template. However,
the rendering of the archive leaves a lot to be desired. Here’s what I
see:

All those =3D’s should be =; a little global search and replace should fix
that for you.{my $transactions =; $Ticket->Transactions;

OK, so I have the following:

while (my $trans =; $transactions->Next) {
$OUT .=; $trans->CreatedObj->AsString . “: " .
$trans->Description;
if ($trans->TimeTaken) {
$OUT .=; " (”.$trans->TimeTaken." min)“;
}
$OUT .=; “\n”;
if ($trans->Content) {
$OUT .=; $trans->Content . “\n”;
}
$OUT .=; ('-'x78).”\n";
}

1;
}

Which yields the following in my email:

Program fragment delivered error ``syntax error at template line 1, at EOF
syntax error at template line 2, at EOF syntax error at template line 2,
near "->Next) " syntax error at template line 6, at EOF syntax error at
template line 8, at EOF syntax error at template line 10, at EOF syntax
error at template line 12, at EOF syntax error at template line 13, near “;
}”‘’

Ideas?

Russ Johnson
Dimension 7/Stargate Online

Random thought #1 (Collect all 18)
“The only thing necessary for the triumph of evil is for good men to do
nothing.” - Edmund Burke

6
  • Russ Johnson [2003-01-23 13:06]:

At 02:01 PM 1/22/2003 -0500, darren chamberlain wrote:

  • Russ Johnson [2003-01-22 13:55]:

I found what I think you were referring to for a template.
However, the rendering of the archive leaves a lot to be desired.
Here’s what I see:

All those =3D’s should be =; a little global search and replace
should fix that for you.

OK, so I have the following:

while (my $trans =; $transactions->Next) {
$OUT .=; $trans->CreatedObj->AsString . “: " .
$trans->Description;
if ($trans->TimeTaken) {
$OUT .=; " (”.$trans->TimeTaken." min)“;
}
$OUT .=; “\n”;
if ($trans->Content) {
$OUT .=; $trans->Content . “\n”;
}
$OUT .=; ('-'x78).”\n";
}

1;
}

Close; make the while loop:

while (my $trans = $transactions->Next) {
$OUT .= $trans->CreatedObj->AsString . “: " .
$trans->Description;
if ($trans->TimeTaken) {
$OUT .= " (”.$trans->TimeTaken." min)“;
}
$OUT .= “\n”;
if ($trans->Content) {
$OUT .= $trans->Content . “\n”;
}
$OUT .= ('-'x78).”\n";
}

My explanation was a little unclear – I said “All those =3D’s should be
=;”, but I meant “All those =3D’s should be =” and then the
semi-colon (sorry).

(darren)

Work keeps us from three great evils: boredom, vice, and poverty.
– Voltaire

7

At 01:13 PM 1/23/2003 -0500, darren chamberlain wrote:

My explanation was a little unclear – I said “All those =3D’s should be
=;”, but I meant “All those =3D’s should be =” and then the
semi-colon (sorry).

OK, I must be missing something simple.

Please keep in mind that I’ve only made minimal changes to the existing
templates. This is my first attempt at creating a whole new one.

I have the template created with the while loop as shown:

{my $transactions =; $Ticket->Transactions;
while (my $trans = $transactions->Next) {
$OUT .= $trans->CreatedObj->AsString . “: " .
$trans->Description;
if ($trans->TimeTaken) {
$OUT .= " (”.$trans->TimeTaken." min)“;
}
$OUT .= “\n”;
if ($trans->Content) {
$OUT .= $trans->Content . “\n”;
}
$OUT .= ('-'x78).”\n";
}

1;
}

When a ticket is assigned, I get the following in an email:

Program fragment delivered error ``syntax error at template line 1, at EOF’’

The listing above is the entire content of the template. Do I need
something else in there as well?

Thanks for your help.

Russ Johnson
Dimension 7/Stargate Online

Random thought #1 (Collect all 18)
“The only thing necessary for the triumph of evil is for good men to do
nothing.” - Edmund Burke

8

At 01:13 PM 1/23/2003 -0500, darren chamberlain wrote:

My explanation was a little unclear – I said “All those =3D’s should be
=;”, but I meant “All those =3D’s should be =” and then the
semi-colon (sorry).

OK, I must be missing something simple.

{my $transactions =; $Ticket->Transactions;

{ my $transactions = $Ticket->Transactions;

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security
9

At 12:04 AM 1/24/2003 +0100, Bruce Campbell wrote:>On Thu, 23 Jan 2003, Russ Johnson wrote:

At 01:13 PM 1/23/2003 -0500, darren chamberlain wrote:

My explanation was a little unclear – I said “All those =3D’s should be
=;”, but I meant “All those =3D’s should be =” and then the
semi-colon (sorry).

OK, I must be missing something simple.

{my $transactions =; $Ticket->Transactions;

{ my $transactions = $Ticket->Transactions;

Thank you, thank you, thank you.

It now works, as I expected it to.

Thanks to everyone who helped!

Russ Johnson
Dimension 7/Stargate Online

Random thought #1 (Collect all 18)
“The only thing necessary for the triumph of evil is for good men to do
nothing.” - Edmund Burke