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Jo Rhett,<br>
<br>
Sure. My mistake, it's just a template. Here it is:<br>
<br>
Subject: Request Titled: "{$Ticket->Subject}" has been Resolved!<br>
<br>
This ticket has been resolved. DO NOT REPLY to this message!<br>
-----------------------------------------------------------------------------<br>
TICKET INFORMATION:<br>
Queue : {$Ticket->QueueObj->Name}<br>
Number : {$Ticket->Id}<br>
Subject: {$Ticket->Subject}<br>
Priority is: {$Ticket->Priority}<br>
Requestor :
{$Ticket->Requestors->UserMembersObj->First->Name}<br>
Created by: {$Ticket->CreatorObj->Name}<br>
Created on: {substr($Ticket->Created, 0, 10)}<br>
Owned by: {$Ticket->OwnerObj->Name}<br>
Development Started on: {substr($Ticket->Started, 0, 10)}<br>
-----------------------------------------------------------------------------<br>
Description of Issue:<br>
{$Ticket->FirstCustomFieldValue('Description')}<br>
<br>
-----------------------------------------------------------------------------<br>
Resolution comment:<br>
{<br>
my $Resolution_Comment;<br>
my $Transactions;<br>
my $CommentObj;<br>
<br>
$Transactions = $Ticket->Transactions;<br>
$Transactions->Limit( FIELD => 'Type', VALUE =>
'Comment' );<br>
$Transactions->OrderByCols(<br>
{ FIELD => 'Created', ORDER => 'DESC' },<br>
{ FIELD => 'id', ORDER => 'DESC' },<br>
);<br>
<br>
$CommentObj = $Transactions->First;<br>
<br>
if ($CommentObj && $CommentObj->id)<br>
{<br>
$Resolution_Comment = $CommentObj->Content;<br>
}<br>
else<br>
{<br>
$Resolution_Comment = "No comment."<br>
}<br>
<br>
return $Resolution_Comment;<br>
} <br>
-----------------------------------------------------------------------------<br>
To view ticket information, enter URL:<br>
<br>
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}<br>
<br>
You'll probably notice that our method of getting people to stop
replying to the "Resolved" notification was to "tell them not to" in
capitol letters! ha! Really a high-tech method ;-). Anyway, it works
for us.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 7/30/2009 11:37 AM, Jo Rhett wrote:
<blockquote
cite="mid:EC26FEAA-2B43-44AA-9FBE-0C107816B6EA@netconsonance.com"
type="cite">Ken, care to share that scrip? Or better yet put it in
the wiki since it's FA?
<div><br>
<div>
<div>On Jul 30, 2009, at 11:26 AM, Ken Crocker wrote:</div>
<br class="Apple-interchange-newline">
<blockquote type="cite">
<div bgcolor="#ffffff" text="#000000"> Miroslav & William,<br>
<br>
I prefer to NOT change RT code if I can get away with it. We like our
comments included on a "resolved" ticket, so we just created a scrip to
send out an Email using our version of the "resolved" template. In our
version, we capture the last comment and put it in the Email. That way
we override RT's normal procedure of not sending out comments in Email
AND we don't have to change the RT code. Just a thought.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 7/30/2009 10:26 AM, William Graboyes wrote:
<blockquote
cite="mid:8a5c3dac0907301026y1e177e0dgbb251c15d2b9dcab@mail.gmail.com"
type="cite">Miroslav,<br>
<br>
Yes, just need to select "Reply to Requestors" from the "Update Type:"
Field.<br>
<br>
Thanks,<br>
Bill Graboyes<br>
<br>
<div class="gmail_quote">On Thu, Jul 30, 2009 at 10:02 AM,
Miroslav Horvath <span dir="ltr"><<a moz-do-not-send="true"
href="mailto:Avenger1@atlas.sk">Avenger1@atlas.sk</a>></span> wrote:<br>
<blockquote class="gmail_quote"
style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"><br>
So is there some way how to have attachments in RESOLVE email ?<br>
<font color="#888888">--<br>
View this message in context: <a moz-do-not-send="true"
href="http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.html"
target="_blank">http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.html</a><br>
</font>
<div>
<div class="h5">Sent from the Request Tracker - User mailing
list archive at Nabble.com.<br>
<br>
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target="_blank">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br>
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Commercial support: <a moz-do-not-send="true"
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<br>
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.<br>
Buy a copy at <a moz-do-not-send="true"
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<pre wrap=""><hr size="4" width="90%">
_______________________________________________
<a moz-do-not-send="true" class="moz-txt-link-freetext"
href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a>
Community help: <a moz-do-not-send="true" class="moz-txt-link-freetext"
href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</a>
Commercial support: <a moz-do-not-send="true"
class="moz-txt-link-abbreviated" href="mailto:sales@bestpractical.com">sales@bestpractical.com</a>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at <a moz-do-not-send="true" class="moz-txt-link-freetext"
href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com</a></pre>
</blockquote>
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href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br>
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Community help: <a class="moz-txt-link-freetext" href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</a><br>
Commercial support: <a class="moz-txt-link-abbreviated" href="mailto:sales@bestpractical.com">sales@bestpractical.com</a><br>
<br>
<br>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media. <br>
Buy a copy at <a class="moz-txt-link-freetext" href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com</a></blockquote>
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<br>
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<div style="margin: 0px;"><font
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face="Helvetica" size="3">Jo Rhett</font></div>
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philanthropy, open source and other randomness</font></div>
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</span> </div>
<br>
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</blockquote>
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