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<DIV>The transaction that is kicking of the scrip to send the resolved is just the status change.</DIV>
<DIV> </DIV>
<DIV>Therefore the transaction has no content itself, it's just a status change.</DIV>
<DIV> </DIV>
<DIV>When you hit the "resolved" button, and type in a resolution, technically, you are doing 2 separate transactions.</DIV>
<DIV> </DIV>
<DIV>1. you are adding a comment(unless modified)</DIV>
<DIV>2. you are changing a status</DIV>
<DIV> </DIV>
<DIV>The email is a result of #2, not #1.</DIV>
<DIV> </DIV>
<DIV>You could create a custom field that holds the resolution... kinda clunky for all the other uses, but that would be easy to put into the resolved email.</DIV>
<DIV> </DIV>
<DIV>I'm sure someone else could provide a better way to do it though... I'm just new to RT..</DIV>
<DIV> </DIV>
<DIV>
<DIV>Mike Johnson<BR>Datatel Programmer/Analyst<BR>Northern Ontario School of Medicine<BR>955 Oliver Road<BR>Thunder Bay, ON P7B 5E1<BR>Phone: 807.766.7331<BR>Email: <A href="mailto:mike.johnson@normed.ca">mike.johnson@normed.ca</A></DIV>
<DIV>Technology assistance: email <A href="mailto:nosmhelpdesk@normed.ca">nosmhelpdesk@normed.ca</A> <BR>Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: <BR>Off campus toll free 1-800-461-8777, option 8, or locally either <BR>(705)-662-7120 or (807)-766-7500<BR></DIV><BR><BR>>>> "Lander, Scott" <slander@hearstsc.com> 13/08/2009 10:32 am >>><BR></DIV><FONT size=2 face="Arial, sans-serif">
<DIV>Hello </DIV>
<DIV> </DIV>
<DIV> In 3.8.4, when a ticket is resolved, it is sending a notification to the requester like:</DIV>
<DIV> </DIV>
<DIV><FONT face="Courier New, monospace">Subject: [NOC #67] Resolved: Testing auto create.... </FONT></DIV>
<DIV><FONT face="Courier New, monospace"></FONT> </DIV>
<DIV><FONT face="Courier New, monospace">According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message.</FONT></DIV>
<DIV><FONT face="Courier New, monospace"></FONT> </DIV>
<DIV>However, we would like it to include the text of the resolution. </DIV>
<DIV>I tried adding :</DIV>
<DIV> </DIV>
<DIV>Resolution:</DIV>
<DIV>{$Transaction->Content()}</DIV>
<DIV> </DIV>
<DIV>To the Resolved Template, but the message generated now says:</DIV>
<DIV> </DIV>
<DIV><FONT face="Courier New, monospace">According to our records, your request has been resolved. If you have any<BR>further questions or concerns, please respond to this message.<BR><BR>Resolution:<BR>This transaction appears to have no content</FONT></DIV>
<DIV><FONT face="Courier New, monospace"></FONT> </DIV>
<DIV><FONT face="Courier New, monospace"></FONT> </DIV>
<DIV>Any ideas?</DIV>
<DIV> </DIV>
<DIV> </DIV>
<DIV>Thanks</DIV>
<DIV>Scott</DIV>
<DIV> </DIV>
<DIV> </DIV></FONT><PRE>------------------------------------------------------------------------------------
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