Send thread back to requester on resolution

I would like to know if RT can be configured to send more details when a
ticket is resolved. I am dealing with a specific complaint from some
clients that when their tickets are closed they have no idea “what it was”.
Is it possible to send the entire RT thread on closure? A URL is not useful
because it requires a login.

Thanks!

Russ Johnson
Stargate Online

http://www.dimstar.net
telnet://telnet.dimstar.net
ICQ: 3739685

I feel like I’m diagonally parked in a parallel universe.

|+ I would like to know if RT can be configured to send more details when a
|+ ticket is resolved. I am dealing with a specific complaint from some
|+ clients that when their tickets are closed they have no idea “what it was”.
|+ Is it possible to send the entire RT thread on closure? A URL is not useful
|+ because it requires a login.

Are you sure you want to send the entire thread of the ticket? Some of
it (comments) are meant just to be for your internal use.

-darrin

Russ Johnson wrote:

I would like to know if RT can be configured to send more details when a
ticket is resolved. I am dealing with a specific complaint from some
clients that when their tickets are closed they have no idea “what it was”.
Is it possible to send the entire RT thread on closure? A URL is not useful
because it requires a login.

The attached mini-patch simply makes the default action upon
"resolve" be “correspond”. This way the text accompanying your
resolution will be sent to the requestor. Note, you probably want
to kill any "OnResolve NotifyRequestors with template Resolved"
scrips if you do this. :slight_smile:

Not having the aforementioned scrip also has the nice side-effect
of allowing you to set the status to “resolved” from the Basics
menu without emailing the requestor – useful if your requestors
like to politely thank you for the resolution. :wink:

Tabs.diff (630 Bytes)

We modified the “Ticket Resolved” template to include:

Ticket No.: [{$rtname} #{$Ticket->id}]

This stopped complaints from our users about not knowing what the
resolution was for.

-Shannon Pedersen-----Original Message-----
From: Russ Johnson [mailto:russj@dimstar.net]
Sent: Monday, March 04, 2002 5:28 PM
To: rt-users@lists.fsck.com
Subject: [rt-users] Send thread back to requester on resolution…

I would like to know if RT can be configured to send more details when a

ticket is resolved. I am dealing with a specific complaint from some
clients that when their tickets are closed they have no idea “what it
was”.
Is it possible to send the entire RT thread on closure? A URL is not
useful
because it requires a login.

Thanks!

Russ Johnson
Stargate Online

A REALLY good idea would be to include the string of the ticket subject variable in
the Resolved template.

Ie. Our records indicate that your ticket regarding $subject has been resolved.

This would mean that the users would actually know what the resolved ticket was
regarding.
Especially useful if they have lodged a number of ticket requests.

Dane

Dane Rapaport
Systems Administrator and All Round Nice Guy
Animal LOGIC, Fox Studios Australia
www.animallogic.com
p: +61 2 9383 4964
m: 0414 735 922

Well, yes, you are correct. I’d only want it to send the correspondence.
I’ll see if sending the subject (as suggested elsewhere) will placate the
users.

Thanks!

At 08:41 PM 3/4/2002 -0500, Darrin Walton wrote:

|+ I would like to know if RT can be configured to send more details
when a
|+ ticket is resolved. I am dealing with a specific complaint from some
|+ clients that when their tickets are closed they have no idea “what
it was”.
|+ Is it possible to send the entire RT thread on closure? A URL is not
useful
|+ because it requires a login.

Are you sure you want to send the entire thread of the ticket? Some of
it (comments) are meant just to be for your internal use.

Russ Johnson
Stargate Online

http://www.dimstar.net
telnet://telnet.dimstar.net
ICQ: 3739685

It’s impossible to sneeze with your eyes open

|+ I would like to know if RT can be configured to send more details when a
|+ ticket is resolved. I am dealing with a specific complaint from some
|+ clients that when their tickets are closed they have no idea “what it was”.
|+ Is it possible to send the entire RT thread on closure? A URL is not useful
|+ because it requires a login.

Are you sure you want to send the entire thread of the ticket? Some of
it (comments) are meant just to be for your internal use.

Good point. When I was in the TAC at ciscoSystems, the trouble ticket
system had a separate text field for internal notes. This is where you
put the sensitive comments. This was important because any customer
could go to the web site and read all of the comments in their tickets
(as well as add new comments), and follow bug links to the publicly
available information on the bug-tracking system. This was a
wonderful way for busy customers to interact with us, since they could
get to the Net at off hours, and watch the notes we put in to their
ticket, or see what the developer had done with any bugs they were
watching, things like that. I think that a better way would be to have
a “private” checkbox on the RT forms, and then a private bit would be
set, and the external people can not see that note. I guess the note
about that note would be private, too, so the external user doesn’t see
"added private note". :slight_smile:

Since RT is not (legacy) proprietary software, we know it will be much
better than what ciscoSystems was trying to purchase with dollars.

rob

PS. Is there some other quality which cannot be purchased, but must be
earned? Like what Bilbo had to be able to have The Ring. We could say
that (legacy) proprietary software was missing that quality, but trying
to purchase?

watching, things like that. I think that a better way would be to have
a “private” checkbox on the RT forms, and then a private bit would be
set, and the external people can not see that note. I guess the note
about that note would be private, too, so the external user doesn’t see
"added private note". :slight_smile:

Currently the RT WebUI supports ‘correspondence’ (stuff which gets mailed
to the requestors) and ‘comments’ (stuff which should stay within the
company). There is a future indication of seperating out ‘comments’ into
’private’ and ‘public’ (see RT::Interface::Web for instance), but there
doesn’t appear to have been a call for it.

PS. Is there some other quality which cannot be purchased, but must be
earned? Like what Bilbo had to be able to have The Ring. We could say
that (legacy) proprietary software was missing that quality, but trying
to purchase?

‘Tenacity’ is what I’d use for Hobbits, but it doesn’t quite fit in the
Open Software model.

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