[rt-users] Email Notifications not containing any information

[Kenneth Crocker]

Adamengel,


	As I mentioned in my last response ("If they want the info to be 
included in the notification, then select that option during 
resolution"), there is a drop-down tab called "Update Type". That's what 
I meant by "option". That drop-down offers two choices:

	1) Comments (NOT sent to requestor) - (the emphasis here is NOT) and it 
means that WHATEVER you write will NOT be included in the E_mail.
	2) Reply to Requestors - Whatever you write WILL be included in the E_mail.

	How is this set when you resolve a ticket?


Kenn
LBNL

On 11/6/2007 12:41 PM, Adam Engel wrote:
> Thanks for the response, let me clarify a bit more.
> 
> When a user resolves a ticket and enters in information in the message 
> box on the resolve screen, the email that is received just says:
> 
>     Your request has been resolved.
> 
>     This transaction appears to have no content
>       
> 
> I tested this out by resolving a ticket that was open, and entering 
> information into the message box clicking 'update ticket' and then 
> waiting for the email. I do not see an option to include the text in the 
> notification. 
> 
> My steps for resolving a ticket:
> 
> 1. Select ticket in personal queue.
> 2. Click 'Resolve' from the menu
> 3. Enter in my message
> 4. Click 'Update Ticket'
> 
> Once I am brought back to the ticket details page, I see "message 
> recorded" and then the status change from open to resolved.
> 
> If I include my email address in the CC section, I get an email that has 
> the message I entered but in the 'official' ticket resolution email, it 
> says This transaction appears to have no content.
> 
> 
> I hope that clears what I am seeing.
> 
> -Adam
> 
> Kenneth Crocker wrote:
>> Adamengel,
>>
>>
>>     Not sure what it is you think you are missing. Are you looking for 
>> comments about how the ticket was resolved or notes to the requestor? 
>> These are entered at the time the "Resolved" option is selected. The 
>> person doing this needs to enter the info in the message portion at 
>> the bottom of the page. If they want the info to be included in the 
>> notification, then select that option during resolution. Hope this helps.
>>
>> Kenn
>> LBNL
>>
>> On 11/5/2007 2:57 PM, Adam Engel wrote:
>>> When someone resolves a ticket in RT, the only thing that is shown in 
>>> the email is
>>>
>>> Your request has been resolved.
>>> This transaction appears to have no content
>>>
>>> I looked in the ticket configuration for  Resolved and it says
>>>
>>> Subject: Resolved: {$Ticket->Subject}
>>>
>>> Your request has been resolved.
>>>
>>> {$Transaction->Content()}
>>>
>>>
>>> What do I need to do to get the resolution into the ticket?
>>>
>>> -Adam
>>>
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>>
> 
> -- 
> 
> *Adam Engel*
> Specialized Business Software
> IT Manager
> 440.542.9145
> adamengel at specializedbusinesssoftware.com