The transaction that is kicking of the scrip to send the resolved is just the status change.
Therefore the transaction has no content itself, it’s just a status change.
When you hit the “resolved” button, and type in a resolution, technically, you are doing 2 separate transactions.
- you are adding a comment(unless modified)
- you are changing a status
The email is a result of #2, not #1.
You could create a custom field that holds the resolution… kinda clunky for all the other uses, but that would be easy to put into the resolved email.
I’m sure someone else could provide a better way to do it though… I’m just new to RT…
Mike Johnson
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Northern Ontario School of Medicine
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Phone: 807.766.7331
Email: mike.johnson@normed.ca
Technology assistance: email nosmhelpdesk@normed.ca
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(705)-662-7120 or (807)-766-7500
“Lander, Scott” slander@hearstsc.com 13/08/2009 10:32 am >>>
Hello
In 3.8.4, when a ticket is resolved, it is sending a notification to the requester like:
According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message.
However, we would like it to include the text of the resolution.
I tried adding :
Resolution:
{$Transaction->Content()}
To the Resolved Template, but the message generated now says:
According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.
Resolution:
This transaction appears to have no content
Any ideas?
Thanks
Scott
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