[rt-users] Attachments missing in RESOLVE email

[Ken Crocker]

Jo Rhett,

Sure. My mistake,  it's just a template. Here it is:

Subject: Request Titled: "{$Ticket->Subject}" has been Resolved!

This ticket has been resolved. DO NOT REPLY to this message!
-----------------------------------------------------------------------------
TICKET INFORMATION:
Queue  : {$Ticket->QueueObj->Name}
Number : {$Ticket->Id}
Subject: {$Ticket->Subject}
Priority is: {$Ticket->Priority}
Requestor  : {$Ticket->Requestors->UserMembersObj->First->Name}
Created  by: {$Ticket->CreatorObj->Name}
Created  on: {substr($Ticket->Created, 0, 10)}
Owned    by: {$Ticket->OwnerObj->Name}
Development Started on: {substr($Ticket->Started, 0, 10)}
-----------------------------------------------------------------------------
Description of Issue:
     {$Ticket->FirstCustomFieldValue('Description')}

-----------------------------------------------------------------------------
Resolution comment:
     {
      my $Resolution_Comment;
      my $Transactions;
      my $CommentObj;

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

      $CommentObj = $Transactions->First;

      if  ($CommentObj && $CommentObj->id)
      {
           $Resolution_Comment = $CommentObj->Content;
      }
      else
      {
           $Resolution_Comment = "No comment."
      }

      return $Resolution_Comment;
     }
-----------------------------------------------------------------------------
To view ticket information, enter URL:

    {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

You'll probably notice that our method of getting people to stop 
replying to the "Resolved" notification was to "tell them not to" in 
capitol letters! ha! Really a high-tech method ;-). Anyway, it works for us.

Kenn
LBNL

On 7/30/2009 11:37 AM, Jo Rhett wrote:
> Ken, care to share that scrip?  Or better yet put it in the wiki since 
> it's FA?
>
> On Jul 30, 2009, at 11:26 AM, Ken Crocker wrote:
>
>> Miroslav & William,
>>
>> I prefer to NOT change RT code if I can get away with it. We like our 
>> comments included on a "resolved" ticket, so we just created a scrip 
>> to send out an Email using our version of the "resolved" template. In 
>> our version, we capture the last comment and put it in the Email. 
>> That way we override RT's normal procedure of not sending out 
>> comments in Email AND we don't have to change the RT code. Just a 
>> thought.
>>
>> Kenn
>> LBNL
>>
>> On 7/30/2009 10:26 AM, William Graboyes wrote:
>>> Miroslav,
>>>
>>> Yes, just need to select "Reply to Requestors" from the "Update 
>>> Type:" Field.
>>>
>>> Thanks,
>>> Bill Graboyes
>>>
>>> On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath 
>>> <Avenger1 at atlas.sk <mailto:Avenger1 at atlas.sk>> wrote:
>>>
>>>
>>>     So is there some way how to have attachments in RESOLVE email ?
>>>     --
>>>     View this message in context:
>>>     http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.html
>>>     Sent from the Request Tracker - User mailing list archive at
>>>     Nabble.com.
>>>
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>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source 
> and other randomness
>
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