Ticket resolution message

I am using RT version 3.0.6. During a ticket resolution I always send a
mail to the requester mentioning that the problem has been marked
resolved. However, even if this reply form takes a subject for the mail
to be sent, the final mail which reaches the requester doesnt have the
subject there. The subject just mentions the ticket number and that the
issue was resolved. Is this a bug or a hidden switch somewhere which
actually uses the subject in the form?

At present the resolution mail subject goes like this.

[support.example.com #25] Ticket Resolved

Which should ideally be like:
[support.example.com #25] Resolved: Something not working

Now I have seen the latter in many RT users mails. I wonder why isn’t it
coming like that in my mails?

  • Sandip

Sandip Bhattacharya http://www.sandipb.net
sandip at puroga.com
Puroga Technologies Pvt. Ltd.
http://www.puroga.com

[support.example.com #25] Ticket Resolved

Which should ideally be like:
[support.example.com #25] Resolved: Something not working

Check out the templates, and compare the standard comment template with
the standard resolved template. That should give you an idea as to what
you need to change.

John Jasen wrote:> On Tue, 7 Oct 2003, Sandip Bhattacharya wrote:

[support.example.com #25] Ticket Resolved

Which should ideally be like:
[support.example.com #25] Resolved: Something not working

Check out the templates, and compare the standard comment template with
the standard resolved template. That should give you an idea as to what
you need to change.

Where in the world are the templates. I found the following text on the web.

http://www-zeuthen.desy.de/ape/rt/docs/rt-templates.html

But it mentions having the templates in /usr/local/rt3/etc. But I could
not spot any such files here. I could find out that the subject for the
mail is kept in various *.po language files. Where are the rest kept?

  • Sandip

Sandip Bhattacharya http://www.sandipb.net
sandip at puroga.com
Puroga Technologies Pvt. Ltd.
http://www.puroga.com

John Jasen wrote:
Where in the world are the templates. I found the following text on the web.

http://www-zeuthen.desy.de/ape/rt/docs/rt-templates.html

But it mentions having the templates in /usr/local/rt3/etc. But I could
not spot any such files here. I could find out that the subject for the
mail is kept in various *.po language files. Where are the rest kept?

under the RT web interface, Configuration

You can either do: Global, Templates, and change as necessary, or
: Queues, $queuename, Templates, and make changes.

John Jasen wrote:

under the RT web interface, Configuration

You can either do: Global, Templates, and change as necessary, or
: Queues, $queuename, Templates, and make changes.

Clicking on Global->Templates is giving me a list of unlabelled
checkboxes and says (Checkbox to delete).

and none can be seen in the individual queue template option.

Am using RT 3.0.6.

Is something wrong with my installation? Cant be! It is working fine
otherwise …

  • Sandip

Sandip Bhattacharya http://www.sandipb.net
sandip at puroga.com
Puroga Technologies Pvt. Ltd.
http://www.puroga.com

Clicking on Global->Templates is giving me a list of unlabelled
checkboxes and says (Checkbox to delete).

The name of the template on that page is a hyperlink to modifying the
template.

John Jasen wrote:> On Wed, 8 Oct 2003, Sandip Bhattacharya wrote:

Clicking on Global->Templates is giving me a list of unlabelled
checkboxes and says (Checkbox to delete).

The name of the template on that page is a hyperlink to modifying the
template.

There is no name of the template which is visible … I am pasting a
part of the source of that page below. See that the template links dont
have any name. I can send you a screenshot if you want.

  • Sandip

Global->Templates

[...]

Sandip Bhattacharya http://www.sandipb.net
sandip at puroga.com
Puroga Technologies Pvt. Ltd.
http://www.puroga.com

(Check box to delete)


There is no name of the template which is visible …

Are you logged in as root?

Sebastian

Sebastian Flothow
sebastian@flothow.de

Because it reverses the logical flow of conversation.
Why is top posting frowned upon?

Sebastian Flothow wrote:

Am Dienstag, den 7. Oktober 2003, um 22:23, schrieb Sandip Bhattacharya:

There is no name of the template which is visible …

Are you logged in as root?

You are right. Logging in as rot, I could see the names of the
templates. But why is this behaviour exhibited. When the template cant
be edited it should show as such. One should not see a page full on
unlabelled checkboxes!

  • Sandip

Sandip Bhattacharya http://www.sandipb.net
sandip at puroga.com
Puroga Technologies Pvt. Ltd.
http://www.puroga.com

It’s somwhere bug(or feature) that template name could be empty.
Links to this templates are go through ids so this is OK, but it breaks
links to modify.
So copy href argument and past it in URL then press enter. Now, You have
to be at template modification page.
I recommend you assign names for all templates.
Good Luck. Ruslan.

Sandip Bhattacharya wrote:

“SB” == Sandip Bhattacharya sandip@linux-delhi.org writes:

Are you logged in as root?

SB> You are right. Logging in as rot, I could see the names of the
SB> templates. But why is this behaviour exhibited. When the template cant
SB> be edited it should show as such. One should not see a page full on
SB> unlabelled checkboxes!

Yes, that is one of the rough edges of RT. I’d rather Jesse work on
more important issues than such minor admin-only annoyances. But
then, I take a pragmatic approach to things :wink:

Vivek Khera, Ph.D. Khera Communications, Inc.
Internet: khera@kciLink.com Rockville, MD +1-240-453-8497
AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/

Someone should open a ticket. it’s a three line fix to
Templates->Next. Shouldn’t be too bad. But it won’t get fixed without a
ticket ;)On Wed, Oct 08, 2003 at 09:48:14AM -0400, Vivek Khera wrote:

“SB” == Sandip Bhattacharya sandip@linux-delhi.org writes:

Are you logged in as root?

SB> You are right. Logging in as rot, I could see the names of the
SB> templates. But why is this behaviour exhibited. When the template cant
SB> be edited it should show as such. One should not see a page full on
SB> unlabelled checkboxes!

Yes, that is one of the rough edges of RT. I’d rather Jesse work on
more important issues than such minor admin-only annoyances. But
then, I take a pragmatic approach to things :wink:


=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Vivek Khera, Ph.D. Khera Communications, Inc.
Internet: khera@kciLink.com Rockville, MD +1-240-453-8497
AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/


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