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Thanks for the response, let me clarify a bit more.<br>
<br>
When a user resolves a ticket and enters in information in the message
box on the resolve screen, the email that is received just says:<br>
<blockquote>
<pre wrap="">Your request has been resolved.
This transaction appears to have no content
</pre>
</blockquote>
I tested this out by resolving a ticket that was open, and entering
information into the message box clicking 'update ticket' and then
waiting for the email. I do not see an option to include the text in
the notification. <br>
<br>
My steps for resolving a ticket:<br>
<br>
1. Select ticket in personal queue.<br>
2. Click 'Resolve' from the menu<br>
3. Enter in my message<br>
4. Click 'Update Ticket'<br>
<br>
Once I am brought back to the ticket details page, I see "message
recorded" and then the status change from open to resolved.<br>
<br>
If I include my email address in the CC section, I get an email that
has the message I entered but in the 'official' ticket resolution
email, it says This transaction appears to have no content.<br>
<br>
<br>
I hope that clears what I am seeing.<br>
<br>
-Adam<br>
<br>
Kenneth Crocker wrote:
<blockquote cite="mid:472FBBF8.1050503@lbl.gov" type="cite">Adamengel,
<br>
<br>
<br>
Not sure what it is you think you are missing. Are you looking for
comments about how the ticket was resolved or notes to the requestor?
These are entered at the time the "Resolved" option is selected. The
person doing this needs to enter the info in the message portion at the
bottom of the page. If they want the info to be included in the
notification, then select that option during resolution. Hope this
helps.
<br>
<br>
Kenn
<br>
LBNL
<br>
<br>
On 11/5/2007 2:57 PM, Adam Engel wrote:
<br>
<blockquote type="cite">When someone resolves a ticket in RT, the
only thing that is shown in the email is
<br>
<br>
Your request has been resolved.
<br>
This transaction appears to have no content
<br>
<br>
I looked in the ticket configuration for Resolved and it says
<br>
<br>
Subject: Resolved: {$Ticket->Subject}
<br>
<br>
Your request has been resolved.
<br>
<br>
{$Transaction->Content()}
<br>
<br>
<br>
What do I need to do to get the resolution into the ticket?
<br>
<br>
-Adam
<br>
<br>
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</blockquote>
<br>
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<br>
</blockquote>
<br>
<div class="moz-signature">-- <br>
<br>
<b>Adam Engel</b><br>
Specialized Business Software<br>
IT Manager<br>
440.542.9145<br>
<a class="moz-txt-link-abbreviated" href="mailto:adamengel@specializedbusinesssoftware.com">adamengel@specializedbusinesssoftware.com</a></div>
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