[rt-users] Template to include All ticket content on resolve

[Kyle Thomas]

Yes that is what I used

Can you see my other email I sent 

Ok Here is what I found in the old archives 

 

On resolve it is putting in the "Initial request" content fine but it is not
including the complete ticket history it only shows 

----------------------------------------------------------------

Complete Ticket History

----------------------------------------------------------------

 

And does not show any of the comments or correspondence in the ticket . Can
anyone take a look at my code I have under complete ticket history and
suggest why it is not including the history??? 

 

 

 

 

 

 

 

Subject: Resolved: {$Ticket->Subject} 

 

Dear customer,

 

 

 

according to our records your issue regarding

 

 

 

"{$Ticket->Subject()}",

 

 

 

has been resolved in our ticket system. 

 

 

If you have any further questions or concerns, please reply to this

 

message to reopen the ticket or email (our email)  to open another ticket. 

 

Regards,

 

Our Name 

 

 

----------------------------------------------------------------

 

Your initial request was

 

----------------------------------------------------------------

 

 

 

{$Ticket->Transactions->First->Content()}

 

 

----------------------------------------------------------------

Complete Ticket History

----------------------------------------------------------------

 

 

 

 

{

my $resolved_transaction;

my $resolved_message = "";

my $last_content;

my $Transactions = $Ticket->Transactions;

$Transactions->OrderBy;

$Transactions->GotoFirstItem;

while (my $Transaction = $Transactions->Next) {

if ($Transaction->Type eq 'Correspond') {

$resolved_transaction = $Transaction;

} elsif (!$Transactions->IsLast) {

$resolved_transaction = undef;

}

 

if ($resolved_transaction) {

 

my $attachments = $resolved_transaction->Attachments;

$attachments->GotoFirstItem;

 

while (my $message = $attachments->Next) {

next unless $message->ContentType =~

m!^(text/plain|message|text$)!i;

 

my $content = $message->Content;

if ($last_content eq $content) {

$content = undef; }

next unless length $content;

$last_content = $content;

 

my $subject = ($message->Subject || $Ticket->Subject);

 

my $wrapper = Text::Wrapper->new(columns=>70);

$content = $wrapper->wrap($content);

 

$resolved_message .= "Subject: ";

$resolved_message .= $subject;

$resolved_message .= "\n";

$resolved_message .= "From: ";

$resolved_message .= $message->CreatorObj->RealName ." (".$rtname.")";

$resolved_message .= "\n";

$resolved_message .= "Time: ";

$resolved_message .= $message->CreatedObj->AsString;

$resolved_message .= "\n";

$resolved_message .= "\n";

$resolved_message .= "$content\n";

$resolved_message .= "------------------------------------------------\n";

}

}

}

$resolved_message;

}


Kyle 


-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Monday, June 06, 2011 4:24 PM
To: Kyle Thomas
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Template to include All ticket content on resolve

On Mon, Jun 6, 2011 at 10:06 PM, Kyle Thomas <kyle at avalontel.com> wrote:
> Can anyone share with me a template that will include all of the tickets
> contents/transactions when resolved? The default resolve template has a
URL
> link but I do not want my customers going to the URL and I would just like
> to include the entire ticket history contents on resolve

Take a look at:

http://requesttracker.wikia.com/wiki/AddTicketHistoryToMail


-- 
Best regards, Ruslan.