[rt-users] Ticket Body in Email

[Stefan Seiz]

On 13.12.2003 5:21 Uhr, jflanders at burrelles.com <jflanders at burrelles.com>
wrote:

> I've just got 2 more small hurdles to clear before I should have a
> working RT for my company.  The way we want to use RT is when a new
> ticket comes in our supervisor assigns it to a technician by changing
> the owner.  The technician would get an email notifying him/her of the
> ticket including details of the ticket.  One of which I'd like to be the
> actual body of the ticket or history but the {$Transaction->Content()}
> doesn't work in Change Owner.   Is there another way to get it put the
> body of the ticket in an email?  Or has this been fixed in 3.0.7?

I guess, this is as $Transaction->Content() refers to the CURRENT
Transaction which is the OwnerChange.

I needed the same and came up with using the following Template (bits and
pieces stolen from templ. others posted. Note! i reverse sort tickets on my
rt -> newest on top, thus GotoFirstItem will actually do the opposite of
what you'd think it does - for me at least.).
The template should list the whole ticket history for transactions of type
CORRESPOND.

Template Content (watch for wrong linewraps due to emailing this):


RT-Attach-Message: yes


Ticket history (latest emails on top):

{
  my $resolved_transaction;
  my $resolved_message = "";
  my $last_content;
  my $Transactions = $Ticket->Transactions;
  $Transactions->OrderBy( FIELD => 'id', ORDER => 'DESC' );
  $Transactions->GotoFirstItem;
  while (my $Transaction = $Transactions->Next) {
    if ($Transaction->Type eq 'Correspond') {
      $resolved_transaction = $Transaction;
       } elsif (!$Transactions->IsLast) {
      $resolved_transaction = undef;
       }

  if ($resolved_transaction) {
   
    my $attachments = $resolved_transaction->Attachments;
    $attachments->GotoFirstItem;

    while (my $message = $attachments->Next) {
      next unless $message->ContentType =~
               m!^(text/plain|message|text$)!i;

      my $content = $message->Content;
      if ($last_content eq $content) {
               $content = undef; }
      next unless length $content;
      $last_content = $content;

      my $subject = ($message->Subject || $Ticket->Subject);

      my $wrapper = Text::Wrapper->new(columns=>70);
      $content = $wrapper->wrap($content);

      $resolved_message .= "Subject: ";
      $resolved_message .= $subject;
      $resolved_message .= "\n";
      $resolved_message .= "From: ";
      $resolved_message .= $message->CreatorObj->RealName ."
(".$rtname.")";
      $resolved_message .= "\n";
      $resolved_message .= "Time: ";
      $resolved_message .= $message->CreatedObj->AsString;
      $resolved_message .= "\n";
      $resolved_message .= "\n";
      $resolved_message .= "$content\n\n";
      $resolved_message .=
"------------------------------------------------\n";
    }
  }
}
  $resolved_message;
} 
--
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}


--
Stefan Seiz <http://www.stefanseiz.com>
Spamto: <bin at imd.net>