[rt-users] Combine "issue resolved" and the last reply/message into one single email

[stretchoutandwait]

Steffen,

I use this template:

Subject: Resolved: {$Ticket->Subject}

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

Comments about the resolution of this issue:

{
my $resolution_comment;
my $Transactions = $Ticket->Transactions;

$Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
$Transactions->OrderByCols (
{ FIELD => 'Created', ORDER => 'DESC' },
{ FIELD => 'id', ORDER => 'DESC' },
);

my $CommentObj = $Transactions->First;
if( $CommentObj && $CommentObj->id ) {
$resolution_comment = $CommentObj->Content;
}

$resolution_comment;
}






On Wed, Dec 3, 2008 at 9:45 AM, Steffen Tronstad <sttr at nextgentel.com>
wrote:
> Very nice, thank you :)
>
> I've now spent 1,5 hours setting up RT to be exactly what I needed, after
using 5+ hours configuring 'Eventum' to find out it is way to complicated
and "project-based".
>
>
>
> Med vennlig hilsen / with kind regards
> Steffen Tronstad
> BroadPark Games drift/design
> NextGenTel AS, part of TeliaSonera Group
> Tlf: +47 466 988 46
> Mail: sttr at nextgentel.com <mailto:sttr at nextgentel.com>
>  please don't print this e-mail unless you really need to.
>
>
> -----Opprinnelig melding-----
> Fra: Stephen Turner [mailto:sturner at MIT.EDU]
> Sendt: 3. desember 2008 15:39
> Til: Steffen Tronstad; rt-users at lists.bestpractical.com
> Emne: Re: [rt-users] Combine "issue resolved" and the last reply/message
into one single email
>
> On Wed, 03 Dec 2008 09:34:34 -0500, Steffen Tronstad <sttr at nextgentel.com>
> wrote:
>
>> When I close a issue, the customer first get an email with the
>> answer/soltion, and then a new email stating that the issue is closed.
>>
>> Could I either
>> A: Combine these into one single message.
>> B: Not send an email when the issue is closed (using "Reply", not
>> "Resolve") at all.
>>
>
> Steffen -
>
> There are two transactions in play - the reply (answer/solution) and the
> resolve. Hence two emails.
>
> You can't combine the messages, but you can stop the 'resolve' email. Find
> the scrip that controls this email: "On resolve Notify Requestors..."
> and remove it.
>
> Steve
>
> --
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT IS&T
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