Resolve with e-mail of initial Request

RT Users
1

Please forgive me if this is something obvious. I just started to
look into this and figured I would check with you fine folk to find
the answer.

When a ticket is resolved, I would like to send the e-mail that the
ticket is resolved to the requestor, including in the e-mail the
initial request from the requestor. Is this possible? Im using 3.2.2
w/ MySQL.

Thanks.
-Juan

2

Hi. This will change it for all queues, correct? Is there any way to
do this for just 1 queue?On 6/23/05, Brookes, Iris Iris.Brookes@tdsecurities.com wrote:

Modify your global template “Resolved” to include the following:

(example)
Subject: Resolved: {$Ticket->Subject}

According to our records, your request has been resolved. Your inital request was:
{$Ticket->Transactions->First->Content()}.

If you have any further questions or concerns, please respond to this message. Here’s the resolution:

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

$Transactions->Limit( FIELD => ‘Type’, VALUE => ‘Comment’ );
$Transactions->OrderByCols (
{ FIELD => ‘Created’, ORDER => ‘DESC’ },
{ FIELD => ‘id’, ORDER => ‘DESC’ },
);

my $CommentObj = $Transactions->First;
if( $CommentObj && $CommentObj->id ) {
$resolution_comment = $CommentObj->Content;
}

$resolution_comment;
}

Regards,

Iris

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com]On Behalf Of Juan Mas
Sent: Thursday, June 23, 2005 2:32 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Resolve with e-mail of initial Request

Please forgive me if this is something obvious. I just started to
look into this and figured I would check with you fine folk to find
the answer.

When a ticket is resolved, I would like to send the e-mail that the
ticket is resolved to the requestor, including in the e-mail the
initial request from the requestor. Is this possible? Im using 3.2.2
w/ MySQL.

Thanks.

-Juan

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Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-Juan