[rt-users] Changing Admin Correspondance Template

Kenneth Crocker KFCrocker at lbl.gov
Thu Sep 7 13:35:00 EDT 2006


Michael,


	We did this by creating a Custom Field called "Description" and putting 
the subject line in it if the ticket came from E_mail. The Field is 
mandatory so that when an owner opens it, he must put info in the field. 
The subject data gives him a start. When the ticket is resolved, we 
modified the template to display the CF "Description" and then display 
the "Resolve" Comments on the e_mail. It works nicely and our users, 
especially those who have about 1,000 a year, like it because the 
description reminds them of what they were asking for in the first place.

Kenn
LBNL

Michael Leighty wrote:
> This is probably a really easy question, but I've spent the last few 
> hours looking through the past mailings on here to see if anyone 
> addressed it and I can't find it.
>  
> Basically I'd like to include the first entry from the ticket history 
> (likely to be the description of the problem) in any email that is sent 
> out about the ticket.  I guess this might mean editing the transaction 
> template as well.  Also I'd like the to include whatever the last entry 
> in the ticket history is, so that the person can easily see what was 
> last done, or what comments were made before the ticket was assigned to 
> them, or they were added as adminCC.
>  
> Thanks for your help.
>  
> Michael Leighty
> 
> 
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