Mauricio,<br><br>Who are you sending the email to?<br><br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Tue, Jul 5, 2011 at 12:35 PM, Mauricio Tavares <span dir="ltr"><<a href="mailto:raubvogel@gmail.com">raubvogel@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;"><div class="im">On Tue, Jul 5, 2011 at 2:31 PM, Kenneth Crocker <<a href="mailto:kfcrocker@lbl.gov">kfcrocker@lbl.gov</a>> wrote:<br>
> Mauricio,<br>
><br>
> What is it you want to do? It sounds like you want to put the last<br>
> correspondence of a ticket into an email/template when the owner of a ticket<br>
> is changed. Is that right? Technically, there WAS a transaction record<br>
> created, but since it only involved an owner change, that's the only info on<br>
> the transaction record.<br>
><br>
> If this is what you want to do, it CAN be done fairly easily with a scrip.<br>
> What you want to do is pull up the last comment transaction entered for that<br>
> ticket. You can do that IN a template.<br>
><br>
</div> Well, this what I want do do:<br>
<br>
If ticket owner changed<br>
Send the last correspondence of a ticket into an email/template (as<br>
correspondence) to the new ticket owner.<br>
<br>
When I mean last correspondence I do want to include every attachment<br>
(.zip files, jpg, etc) it came with (like what you would get by<br>
having RT-Attach-Message: yes), not only the textual content (which is<br>
what you would get by doing $Transaction->Content).<br>
<br>
>From what I understand, $Transaction->Content (and RT-Attach-Message:<br>
yes) need the last Transaction to be a correspondence type to do their<br>
magic. But since the transaction associated with owner changing does<br>
not generate a correspondence, I cannot use them as they are. Well, as<br>
you pointed out, getting the text part of the last correspondence and<br>
creating a correspondence with that as the content is, quite easy. The<br>
non-text attachments are causing me problems.<br>
<br>
In my test script I grabbed only the transactions in that ticket with<br>
correspondence in them and am able to see which attachments the last<br>
correspondence had. That really does not do me any good but at least<br>
made me feel happy that I was able to find the attachments. :)<br>
<div><div></div><div class="h5"><br>
> Hope this helps.<br>
><br>
> Kenn<br>
> LBNL<br>
><br>
> On Thu, Jun 30, 2011 at 2:59 PM, Mauricio Tavares <<a href="mailto:raubvogel@gmail.com">raubvogel@gmail.com</a>><br>
> wrote:<br>
>><br>
>> From what I understand (thanks trs), in an on Owner Change event<br>
>> you cannot rely on using {$Transaction->Content()} to copy the last<br>
>> message/correspondence in a given ticket because no transaction was<br>
>> created. So, how can you fake it in an template? If the content was<br>
>> only a text file, it is not hard to do it, but what happens when you<br>
>> also have attachments? I wrote the following template,<br>
>><br>
>> {<br>
>> my $thingie = "Attachments:";<br>
>> my $Transactions = $Ticket->Transactions;<br>
>><br>
>> $Transactions->Limit( FIELD => 'Type',<br>
>> VALUE => "Correspond"<br>
>> );<br>
>> # $Rt::Logger->debug("Find Transaction");<br>
>> my $TransactionObj = $Transactions->Last;<br>
>> my $AttachmentsObj =<br>
>> RT::Attachments->new($TransactionObj->CurrentUser);<br>
>> $AttachmentsObj->Limit( FIELD => 'TransactionID',<br>
>> VALUE => $TransactionObj->id<br>
>> );<br>
>> while ( my $a = $AttachmentsObj->Next ) {<br>
>> $thingie .= "\nFound an attachment with encoding " .<br>
>> $a->ContentType . " and ID " . $a->id;<br>
>> if ( $a->ContentType eq 'text/plain' || $a->ContentType eq<br>
>> 'text/html'){<br>
>> $thingie .= "\nContent:\n" . $a->Content;<br>
>> }<br>
>> elseif ( $a->ContentType eq 'multipart/mixed') {<br>
>> }<br>
>> else {<br>
>> $thingie .= "\n" . $RT::WebURL ."/Ticket/Attachment/".<br>
>> $a->TransactionId ."/". $a->id ."/". $a->Filename;<br>
>> $thingie .= "\n ";<br>
>> }<br>
>> }<br>
>> $thingie;<br>
>> }<br>
>><br>
>> which finds the attachments and put links for the non-text (from<br>
>> <a href="http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail" target="_blank">http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail</a>)<br>
>> attachments, but what I really want is, well, emulate<br>
>> {$Transaction->Content()}. Would anyone have any pointers?<br>
>><br>
>> --------<br>
>> 2011 Training: <a href="http://bestpractical.com/services/training.html" target="_blank">http://bestpractical.com/services/training.html</a><br>
><br>
><br>
><br>
> --------<br>
> 2011 Training: <a href="http://bestpractical.com/services/training.html" target="_blank">http://bestpractical.com/services/training.html</a><br>
><br>
</div></div></blockquote></div><br>