RT-mailgate question

hey guys,

i have again (probably) silly question. Is there any chance when using
RT web interface, when replying the rt-mailgate to attach the username
who did the action. Now, when replying to a ticket, via email we receive
only the actual information written by user plus link to the ticket. I’m
asking this, because some of our managers don’t want to handle with RT’s
web interface, but needs info who actually took action over the ticket

Thanks in advance

From your description, it seems that the managers are currently watching
the ticket as AdminCCs.

Can you please give an example of the information that you need in the
emails that are sent to the managers?

The emails already show the name and email address of the person adding
correspondence to the ticket. Ticket owner information is already emailed
when owner change occurs.On 08/07/2014 1:03 am, “Yavor Marinov” ymarinov@neterra.net wrote:

hey guys,

i have again (probably) silly question. Is there any chance when using
RT web interface, when replying the rt-mailgate to attach the username
who did the action. Now, when replying to a ticket, via email we receive
only the actual information written by user plus link to the ticket. I’m
asking this, because some of our managers don’t want to handle with RT’s
web interface, but needs info who actually took action over the ticket

Thanks in advance


RT Training - Boston, September 9-10
Training — Best Practical Solutions

Thanks for your time Peter.

Currently in the received mail i need to add the username which took
action over the ticket, nothing moreOn 7/8/2014 3:26 AM, Alex Peters wrote:

From your description, it seems that the managers are currently
watching the ticket as AdminCCs.

Can you please give an example of the information that you need in the
emails that are sent to the managers?

The emails already show the name and email address of the person
adding correspondence to the ticket. Ticket owner information is
already emailed when owner change occurs.

On 08/07/2014 1:03 am, “Yavor Marinov” <ymarinov@neterra.net mailto:ymarinov@neterra.net> wrote:

hey guys,

i have again (probably) silly question. Is there any chance when using
RT web interface, when replying the rt-mailgate to attach the username
who did the action. Now, when replying to a ticket, via email we
receive
only the actual information written by user plus link to the
ticket. I'm
asking this, because some of our managers don't want to handle
with RT's
web interface, but needs info who actually took action over the ticket

Thanks in advance

--
RT Training - Boston, September 9-10
http://bestpractical.com/training

A list of useful template snippets can be found on the wiki:

http://requesttracker.wikia.com/wiki/TemplateSnippets#People

It seems that you would get the desired information by adding this to the
appropriate templates:

{ $Transaction->CreatorObj->Name }

In your case, you probably want to add this to the Admin Correspondence,
Admin Comment and Transaction templates.On 8 July 2014 18:02, Yavor Marinov ymarinov@neterra.net wrote:

Thanks for your time Peter.

Currently in the received mail i need to add the username which took
action over the ticket, nothing more

On 7/8/2014 3:26 AM, Alex Peters wrote:

From your description, it seems that the managers are currently watching
the ticket as AdminCCs.

Can you please give an example of the information that you need in the
emails that are sent to the managers?

The emails already show the name and email address of the person adding
correspondence to the ticket. Ticket owner information is already emailed
when owner change occurs.
On 08/07/2014 1:03 am, “Yavor Marinov” ymarinov@neterra.net wrote:

hey guys,

i have again (probably) silly question. Is there any chance when using
RT web interface, when replying the rt-mailgate to attach the username
who did the action. Now, when replying to a ticket, via email we receive
only the actual information written by user plus link to the ticket. I’m
asking this, because some of our managers don’t want to handle with RT’s
web interface, but needs info who actually took action over the ticket

Thanks in advance


RT Training - Boston, September 9-10
Training — Best Practical Solutions

Thanks Alex - it worked.

ps: excuse my previous mail since i mistaken your name

BROn 7/8/2014 2:01 PM, Alex Peters wrote:

A list of useful template snippets can be found on the wiki:

http://requesttracker.wikia.com/wiki/TemplateSnippets#People

It seems that you would get the desired information by adding this to
the appropriate templates:

{ $Transaction->CreatorObj->Name }

In your case, you probably want to add this to the Admin
Correspondence, Admin Comment and Transaction templates.

On 8 July 2014 18:02, Yavor Marinov <ymarinov@neterra.net mailto:ymarinov@neterra.net> wrote:

Thanks for your time Peter.

Currently in the received mail i need to add the username which
took action over the ticket, nothing more


On 7/8/2014 3:26 AM, Alex Peters wrote:
From your description, it seems that the managers are currently
watching the ticket as AdminCCs.

Can you please give an example of the information that you need
in the emails that are sent to the managers?

The emails already show the name and email address of the person
adding correspondence to the ticket.  Ticket owner information is
already emailed when owner change occurs.

On 08/07/2014 1:03 am, "Yavor Marinov" <ymarinov@neterra.net <mailto:ymarinov@neterra.net>> wrote:

    hey guys,

    i have again (probably) silly question. Is there any chance
    when using
    RT web interface, when replying the rt-mailgate to attach the
    username
    who did the action. Now, when replying to a ticket, via email
    we receive
    only the actual information written by user plus link to the
    ticket. I'm
    asking this, because some of our managers don't want to
    handle with RT's
    web interface, but needs info who actually took action over
    the ticket

    Thanks in advance

    --
    RT Training - Boston, September 9-10
    http://bestpractical.com/training