[rt-users] Template Question

Ruslan Zakirov ruslan.zakirov at gmail.com
Wed Dec 7 19:15:26 EST 2005

On 12/7/05, Torsten Brumm <tob at brummix.de> wrote:
> Hi RT Users,
> i have a problem with a Template and i hope someone has a good idea.
> Let me explain shortly the situation and what i have tried till now.
> I have to Queues: CR:ROBOT and CR:ROBOT-AUTH
> These Queues are needed to implement Robot Jobs, but not everybody is
> allowed to create a Ticket at the CR:ROBOT.
> I have created a procmail Filter, that figures out if the Requestor is
> allowed to open a Ticket and if not, the mail will be redirected to the
> So far all works fine. But now i need the following workflow.
> - The Ticktes from the CR:ROBOT-AUTH Queue will be handled by a Group of
> users and if they say: OK you can do this change, they guys will move
> the Ticket to the CR:ROBOT Queue
> Now i have created a Scrip/Template condition that triggers on a queue
> change with a special Template. The Scrip informs the Queue (CR:ROBOT)
> Watcher about the new Ticket and the Template should give the original
> Informations as Mail Content.
> The Queue Watchers at this Queue don't have access to the RT, they only
> acting via Mail, so it is needed to give them the original Content from
> the first Request.
> So far, so good, this is also working fine. But, the Requestor sends in
> each Case a attached word Dokument which MUST also be forwarded to the
> AdminCcs of the CR:ROBOT Queue - but this isn't working till now.
> My Template looks like:
> --
> RT-Attach-Message: yes
> {$Transaction->CreatedAsString}: Change Request {$Ticket->id} was acted
> upon.
> Transaction: {$Transaction->Description} : This change is approved by
> Corporate IT
>        Queue: {$Ticket->QueueObj->Name}
>      Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
> given)"}
>        Owner: {$Ticket->OwnerObj->Name}
>   Requestors: {$Ticket->RequestorAddresses}
>       Status: {$Ticket->Status}
>  Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
> { $Ticket->Transactions->First->Content; }
> { $Transaction->Attachments; } # i also have tried this: {
> $Ticket->$Transaction->Attachments; } without success
> i have also tried the
> http://wiki.bestpractical.com/index.cgi?AddAttachmentLinksToMail scrips
> but they don't work at all...!? and they also only add the Attachment
> Link to the Mail but not the attachment.
> Has anyone a idea??? I'm going crazy...
Read FAQ on the wiki, transaction "queue change" has no content and
attachments, attachments you need are linked to the first transaction
(create). Grep for 'RT-Attach-Message' in the lib dir, it wouldn't be
hard to implement 'RT-Attach-Files-From-Transaction: xxxx'.

> Thanks
> Torsten

Best regards, Ruslan.

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