Update all users at once - blank message

RT Users
1

List,

Anyone know of a bug in RT that when one updated all tickets at once, to close
multiple tickets, where the message that was entered into the comment is not
sent?

This is on a queue where comments are sent upon closing individual tickets.

Thanks,

2

I’ll elaborate my own ticket here.

On my RT3 install, if you update all tickets at once, in a queue where the
following scrip exists:

On Resolve Notify Requestors with template Resolved

and template Resolved has this:From: RT Ticket Queue queue@company.com
Reply-To: RT Ticket Queue queue@company.com
Subject: {$Ticket->Subject}

{
my $resolution_comment;
my $Transactions = $Ticket->Transactions;
$Transactions->GotoFirstItem;
while (my $Transaction = $Transactions->Next) {
$resolution_comment = $Transaction->Content() if $Transaction->Type eq
‘Comment’;
}
$OUT .= $resolution_comment;
$OUT;
}

When you “update all tickets at once” to make them “resolved” and put in a
comment, the mail gets sent, but there is no comment received by the Requestor,
just a blank email.

But instead of “update all tickets at once” when the regular ticket update is
used, the comments entered are sent to the Requestor, they don’t receive a blank
email.

I prowled the archives hosted at Carbon60: Cloud Consulting - Services and Solutions but
saw no mention at all of this … so the prob might be on my local install; any
ideas where to look or what to confirm or change?

thanks!