This transaction appears to have no content -- on internal transactions

RT Users
1

We’re getting this annoying message from RT all the time. For example, I
just replied to a ticket and CCd the requestor while changing the owner
(and the ticket auto-opens too).

From the history:
Tue Feb 14 13:29:40 2006 rickm - Correspondence added
Blah blah blah
Tue Feb 14 13:29:42 2006 RT_System - Outgoing email recorded
Tue Feb 14 13:29:42 2006 rickm - Status changed from ‘new’ to ‘open’
Tue Feb 14 13:29:42 2006 rickm - Given to craigb
Tue Feb 14 13:29:42 2006 RT_System - Outgoing email recorded

The system sent the requestor the reply I made (Blah blah blah), but the
new owner got a ticket that just says “This transaction appears to have
no content”

The template concerned is (AFAIK) the default transaction template. The
code that outputs this message is:
{$Transaction->Content()}
So I assume the ‘Transaction’ concerned is the ‘give’ rather than my
reply. Is there any way to get more useful transaction content? I’d
prefer it to at least have the same message as the ticket history "rickm

  • Given to craigb"

Cheers!
Rick Measham

MailGuard Pty. Limited

Melbourne 68-72 York Street South Melbourne VIC 3205 P 61 3 9694 4444
Sydney Lv 20 Twr 2, 201 Sussex St Sydney NSW 2000 P 61 2 9004 7889

Message protected by MailGuard: e-mail anti-virus, anti-spam and content filtering.
http://www.mailguard.com.au/mg

2

I created a custom template to use with OnOwnerChange as follows:Subject: {$Ticket->id} has been assigned to you

You have been assigned ticket #{$Ticket->id} by {
$Ticket->LastUpdatedByObj->Name }
Requestors: {$Ticket->RequestorAddresses}
Subject: {$Transaction->Subject || $Ticket->Subject || “(No subject given)”}

The ticket was initially created with the following data:
{ $Ticket->Transactions->First->Content; }
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

That should give you all the info you needed and then some.

Rick Measham wrote:

We’re getting this annoying message from RT all the time. For example, I
just replied to a ticket and CCd the requestor while changing the owner
(and the ticket auto-opens too).

From the history:
Tue Feb 14 13:29:40 2006 rickm - Correspondence added
Blah blah blah
Tue Feb 14 13:29:42 2006 RT_System - Outgoing email recorded
Tue Feb 14 13:29:42 2006 rickm - Status changed from ‘new’ to
‘open’
Tue Feb 14 13:29:42 2006 rickm - Given to craigb
Tue Feb 14 13:29:42 2006 RT_System - Outgoing email recorded

The system sent the requestor the reply I made (Blah blah blah), but the
new owner got a ticket that just says “This transaction appears to have
no content”

The template concerned is (AFAIK) the default transaction template. The
code that outputs this message is:
{$Transaction->Content()}
So I assume the ‘Transaction’ concerned is the ‘give’ rather than my
reply. Is there any way to get more useful transaction content? I’d
prefer it to at least have the same message as the ticket history "rickm

  • Given to craigb"

Cheers!
Rick Measham

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

3

Drew Barnes wrote:

I created a custom template to use with OnOwnerChange as follows:
– snip –
The ticket was initially created with the following data:
{ $Ticket->Transactions->First->Content; }
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

Thanks Drew!
I’ve taken your suggestion as inspiration and come up with the following
template. It gives the new owner the original request, and also the
latest update to the ticket (which probably helps the recipient work out
WHY it got assigned to them). Next task is to wrap the whole ‘latest
update’ part in an ‘if’ to make sure there’s been at least one
transaction that isn’t the first.

Cheers!
Rick Measham

RT-Attach-Message: yes

{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
subject given)"}
Owner: {$Ticket->OwnerObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

This ticket has been assigned to you by {$Transaction->CreatorObj->Name}

The original request:
{ $Ticket->Transactions->First->Content; }

The latest update:
{ my @trans = reverse @{ $Ticket->Transactions->ItemsArrayRef }; my
$x=0; while((!$trans[$x]->ContentObj) or ($trans[$x]->CreatorObj->Name
eq ‘RT_System’)){ $x++ }; $trans[$x]->Content }

MailGuard Pty. Limited

Melbourne 68-72 York Street South Melbourne VIC 3205 P 61 3 9694 4444
Sydney Lv 20 Twr 2, 201 Sussex St Sydney NSW 2000 P 61 2 9004 7889

Message protected by MailGuard: e-mail anti-virus, anti-spam and content filtering.
http://www.mailguard.com.au/mg