[rt-users] Attachments in Resolution email

[Kenneth Crocker]

Miroslav,

You can modify the "resolve" template to include the last comment and/or
include any attachments. When the ticket is resolved and the email sent, the
template will include all the data you want. I have an example if you want
it.

Kenn
LBNL

On Wed, May 25, 2011 at 7:03 AM, Mike Johnson <mike.johnson at nosm.ca> wrote:

> When you hit resolve, switch the dropdown box on the form from "Comment(not
> sent to requestors)" to "Reply to requestors".
>
> Sounds like this is your only issue.
>
> Mike.
>
> On Wed, May 25, 2011 at 2:26 AM, Miroslav Horvath <Avenger1 at atlas.sk>wrote:
>
>>
>> Hi Russlan
>>
>> I'm not the programmer, so I'm not very famous with the codes in the 2nd
>> link you've provided. But if you remember, we have bough a single contract
>> in the past for helping us with some incident within company (EON.IT<http://eon.it/>
>> Slovakia - Viktor Franik was the technician on our side)
>>
>> But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket.
>>
>> Comment - using for internal comments within ticket, works with
>> attachment.
>> Reply - when contacting the user without closing ticket, works with
>> attachment.
>> Resolve - closing ticket with a resolution message (we need to have here
>> also attachments).
>>
>> The email templates for Reply and Resolve are different.
>>
>> So if you can navigate me, what to do, to make possible that attachments
>> will be send also with Resolve email template.
>>
>>
>> Ruslan Zakirov-2 wrote:
>> >
>> > Hi,
>> >
>> > See the following in FAQ:
>> > The 'resolve' Transaction has no content
>> > http://requesttracker.wikia.com/wiki/FAQ
>> >
>> > May be you just need reply on resolve, not comment:
>> > http://requesttracker.wikia.com/wiki/ResolveSendsReply
>> >
>> > In the last case requestors recieve reply and everything attached to it.
>> >
>> > On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath <Avenger1 at atlas.sk>
>> > wrote:
>> >>
>> >> Hello
>> >>
>> >> I want to ask for help. We are running RT version 3.8.4 and we have
>> >> problem,
>> >> that attachments are not sent out with "resolution" emails. They only
>> >> work
>> >> when you make Reply from the ticket.
>> >>
>> >> But in more cases we need this option, that when some support agent is
>> >> closing ticket(RESOLVE), he needs to send with that email also some
>> >> attachment, and here it doesnt work. Is there any kind of hint or fix ?
>> >>
>> >> Q2: Is this needs added in version 4.0 ?
>> >>
>> >> BR, Miroslav
>> >> --
>> >> View this message in context:
>> >>
>> http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html
>> >> Sent from the Request Tracker - User mailing list archive at
>> Nabble.com.
>> >>
>> >>
>> >
>> >
>> >
>> > --
>> > Best regards, Ruslan.
>> >
>> >
>>
>> --
>> View this message in context:
>> http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html
>>   Sent from the Request Tracker - User mailing list archive at
>> Nabble.com.
>>
>>
>
>
> --
> 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 nosm.ca
>
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