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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Just a note, those are a pair of single quotes next to each other not a double quote.<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><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> rt-users [mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Hubbard, Jason<br><b>Sent:</b> Thursday, June 05, 2014 2:29 PM<br><b>To:</b> Alex Peters; rt-users@lists.bestpractical.com<br><b>Subject:</b> Re: [rt-users] combine Correspond and Resolve scrips?<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Hi Alex, I’m not sure how to resolve the first issue (probably some logic in the Correspondence scrip) but below will get rid of the “no content” message.<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'>Replace $Transaction->Content() with the below in your templates to remove the no content message in emails.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><i><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>{$Transaction->Content() eq 'This transaction appears to have no content' ?<o:p></o:p></span></i></p><p class=MsoNormal><i><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>'' :<o:p></o:p></span></i></p><p class=MsoNormal><i><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>$Transaction->Content();<o:p></o:p></span></i></p><p class=MsoNormal><i><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>}<o:p></o:p></span></i></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'><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 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> rt-users [<a href="mailto:rt-users-bounces@lists.bestpractical.com">mailto:rt-users-bounces@lists.bestpractical.com</a>] <b>On Behalf Of </b>Alex Peters<br><b>Sent:</b> Wednesday, June 04, 2014 10:38 PM<br><b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br><b>Subject:</b> [rt-users] combine Correspond and Resolve scrips?<o:p></o:p></span></p></div><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal>A default RT installation has scrips to send correspondence to requestors, and to send an email to requestors indicating that their ticket has been resolved.<o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>I'd like to combine the two in a way such that the "resolution" email also includes the correspondence entered as part of the resolving transaction.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>To achieve this, I have modified the "Resolved" template to also contain the transaction's content.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>This works as desired with two exceptions:<o:p></o:p></p></div><div><ol start=1 type=1><li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l3 level1 lfo3'>Hitting Resolve in the RT web interface, changing Comment to Correspond, typing a message and submitting results in two emails being sent to the requestor: one with just the correspondence, and another with the "resolved" message and the same correspondence. I'd prefer only one email to be sent.<br> <o:p></o:p></li><li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l3 level1 lfo3'>When resolving a ticket without comment, the "resolved" email is sent containing the message "this transaction appears to have no content," which I'd like to avoid.<o:p></o:p></li></ol><div><p class=MsoNormal>Essentially I guess I want to do these two things:<o:p></o:p></p></div></div><div><ol start=1 type=1><li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l2 level1 lfo6'>Make the Correspond scrip only fire if the transaction (or transaction batch?) isn't also resolving or rejecting the ticket.<br> <o:p></o:p></li><li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l2 level1 lfo6'>Modify the Resolved template to not output the "appears to have no content" message if the transaction (batch?) doesn't include a correspondence element.<o:p></o:p></li></ol><div><p class=MsoNormal>What is the most appropriate way to do these? Can it all be achieved using scrips and templates alone?<o:p></o:p></p></div></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>I suppose one option might be to place a conditional "does transaction (batch?) include ticket resolution" element into the Correspondence template and remove the Resolved template altogether, but if it is, I'm not entirely sure how to implement this.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>Clarification on whether corresponding and resolving at the same time is considered a single transaction or a batch would also be gratefully received.<o:p></o:p></p></div></div><pre>------------------------------------------------------------------------------This message contains information that may be confidential and proprietary. 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