[rt-users] Resolve doesn't send resolution text to requester

[Mike Johnson]

The transaction that is kicking of the scrip to send the resolved is just the status change.
 
Therefore the transaction has no content itself, it's just a status change.
 
When you hit the "resolved" button, and type in a resolution, technically, you are doing 2 separate transactions.
 
1. you are adding a comment(unless modified)
2. you are changing a status
 
The email is a result of #2, not #1.
 
You could create a custom field that holds the resolution... kinda clunky for all the other uses, but that would be easy to put into the resolved email.
 
I'm sure someone else could provide a better way to do it though... I'm just new to RT..
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500


>>> "Lander, Scott" <slander at hearstsc.com> 13/08/2009 10:32 am >>>

Hello 

 
    In 3.8.4, when a ticket is resolved, it is sending a notification to the requester like:
 
Subject: [NOC #67] Resolved: Testing auto create.... 
 
According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message.
 
However, we would like it to include the text of the resolution.    
I tried adding :
 
Resolution:
{$Transaction->Content()}
 
To the Resolved Template, but the message generated now says:
 
According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

Resolution:
This transaction appears to have no content
 
 
Any ideas?
 
 
Thanks
Scott
 
 
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