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</o:shapelayout></xml><![endif]--></head><body lang=EN-GB link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Hi Kenn,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>My better half always tells me to never assume, it makes an ass of you and me </span><span style='font-size:11.0pt;font-family:Wingdings;color:#1F497D'>J</span><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>. But in this case you are right on the money. That is exactly what I was looking for.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Many thanks, Jim<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm'><p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Kenneth Crocker [mailto:kenn.crocker@gmail.com] <br><b>Sent:</b> 20 February 2012 19:15<br><b>To:</b> Jim Tambling<br><b>Subject:</b> Re: [rt-users] No transaction content<o:p></o:p></span></p></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal style='margin-bottom:12.0pt'>Jim,<br><br>I'm assuming (yea, we all know how THAT'S spelled) that you are referring to the comments made in the box when resolving a ticket. If my assumption is correct, then those comments can be made available to a template. Of course, you have to have a scrip to send that template on the resolve condition. Here it is:<br><br>Subject: Request Titled: "{$Ticket->Subject}" has been Resolved<br><br>-----------------------------------------------------------------------------<br>TICKET INFORMATION:<br>Queue : {$Ticket->QueueObj->Name}<br>Number : {$Ticket->id}<br>Subject: {$Ticket->Subject}<br>Priority : {$Ticket->Priority}<br>Requestor: {$Ticket->Requestors->UserMembersObj->First->Name}<br>Created by: {$Ticket->CreatorObj->Name}<br>Created on: {substr($Ticket->Created, 0, 10)}<br>Owned by: {$Ticket->OwnerObj->Name}<br>-----------------------------------------------------------------------------<br>Description of Issue:<br>{$Ticket->Transactions->First->Content}<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 $Resolution_Comment;<br>} <br>-----------------------------------------------------------------------------<br>To view this ticket, click the URL below:<br><br> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}<br><br><br><br> Thank you,<br> {$Ticket->QueueObj->CorrespondAddress()} <br><br>Now, you will also notice the code in there that grabs the "FIRST" transaction content. That particular code can be modified in and of itself to grab other types of transaction content if you know how to navigate it.<br><br>Anyway, like I said, if my assumption is correct, this template will give you the content entered in comments when resolving the ticket.<br><br>Hope this helps.<br><br>Kenn<o:p></o:p></p><div><p class=MsoNormal>On Mon, Feb 20, 2012 at 10:54 AM, Jim Tambling <<a href="mailto:Jim.Tambling@datatote.co.uk">Jim.Tambling@datatote.co.uk</a>> wrote:<o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Hi Kenn,</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>I have looked on the wiki and can only find a patch (ResolveSendsReply) Is this what you are referring to? If it’s not, I would appreciate your offer to send me your template.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Regards, Jim</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'> </span><o:p></o:p></p><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm'><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> <a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a> [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists.bestpractical.com</a>] <b>On Behalf Of </b>Kenneth Crocker<br><b>Sent:</b> 19 February 2012 18:55<br><b>To:</b> RT User List<br><b>Subject:</b> Re: [rt-users] No transaction content</span><o:p></o:p></p></div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>Jim,<br><br>I could be wrong on this, but I believe the default for comments on resolve is that the comment is not carried over.<br><br>I have a resolve template that I use that copies the last comment made (presumably during the resolve process) and includes it in the template sent out in email.<br><br>There should be an example available in the wiki. If not, let me know and I'll send it to you.<br><br>Kenn<o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>On Sun, Feb 19, 2012 at 6:21 AM, Jim Tambling <<a href="mailto:Jim.Tambling@datatote.co.uk" target="_blank">Jim.Tambling@datatote.co.uk</a>> wrote:<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Despite having {$Transaction->Content()} on the Resolved template,<br>whenever I resolve a ticket the requestor gets an email with the blurb<br>that is in the template, but instead of a summary of the last comment on<br>the ticket, it displays: This transaction appears to have no content.<br><br>Any ideas?<br><br>Regards, Jim<br>--------<br>RT Training Sessions (<a href="http://bestpractical.com/services/training.html" target="_blank">http://bestpractical.com/services/training.html</a>)<br>* Boston March 5 & 6, 2012<o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div></div></div></div><p class=MsoNormal><br>--------<br>RT Training Sessions (<a href="http://bestpractical.com/services/training.html" target="_blank">http://bestpractical.com/services/training.html</a>)<br>* Boston — March 5 & 6, 2012<o:p></o:p></p></div><p class=MsoNormal><o:p> </o:p></p></div></body></html>