Resolve doesn't send resolution text to requester

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

This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin@hearstsc.com) immediately by email and delete the original message.

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.

  1. you are adding a comment(unless modified)
  2. 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
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.johnson@normed.ca
Technology assistance: email nosmhelpdesk@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(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

------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin@hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------

The resolves is a separate transaction from the comment/reply. You will want
to look at http://wiki.bestpractical.com/view/AddLastCommentToMail for some
ideas.On 8/13/09 10:32 AM, “Lander, Scott” slander@hearstsc.com wrote:

Hello

In 3.8.4, when a ticket is resolved, it is sending a notification to the

requester like:

Subject: [NOC #67] Resolved: Testing auto create…

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



This e-mail message is intended only for the personal use of the recipient(s)
named above. If you are not an intended recipient, you may not review, copy or
distribute this message. If you have received this communication in error,
please notify the Hearst Service Center (cadmin@hearstsc.com) immediately by
email and delete the original message.



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


Drew Barnes
Applications Analyst
Network Resources Dept.
Raymond Walters College

Scott,

You can easily create a “custom” resolved template of your own and in
it, put some code to copy either the last comment made OR a the content
in a Custom Field, if you have one.

Kenn
LBNLOn 8/13/2009 7:32 AM, Lander, Scott wrote:

Hello

In 3.8.4, when a ticket is resolved, it is sending a notification 

to the requester like:

Subject: [NOC #67] Resolved: Testing auto create…

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


This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin@hearstsc.com) immediately by email and delete the original message.



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com