[rt-users] How to email entire ticket history and attach items from tickets

[Landon Stewart]

Hi Rick,

For the complete history of a ticket you need to first load the tickets transactions and then select those you want to cycle through - then cycle through them and only printing the create and correspond content.

In the template try something like this code block:
{
    # Select which transactions to cycle through
    my $transactions = $Ticket->Transactions;
    $transactions->Limit( FIELD => 'Type', VALUE => 'Create' );
    $transactions->Limit( FIELD => 'Type', VALUE => 'Correspond', ENTRYAGGREGATOR => 'OR', OPERATOR => '=' );

    # Build the $content variable up - we'll be concatenating to this string below
    my $content;
    while (my $transaction = $transactions->Next) {
        my $attachments = $transaction->Attachments;
        while (my $attachment = $attachments->Next) {
            next unless $attachment->ContentType =~ m!^(text/html|text/plain|message|text$)!i;  # skip non-text stuff
            # Only include headers if they are present on the attachment
            $content .= defined $attachment->GetHeader('From') ? "From: ".$attachment->GetHeader('From')."\n" : "";
            $content .= defined $attachment->GetHeader('To') ? "To: ".$attachment->GetHeader('To')."\n" : "";
            $content .= defined $attachment->GetHeader('Subject') ? "Subject: ".$attachment->GetHeader('Subject')."\n\n" : "";
            # Include the content of the attachment
            $content .= defined $attachment->OriginalContent ? $attachment->OriginalContent : "";
        }
    }
    return $content;
}

The above is not really tested code but I know the idea behind it works.

You've got me on the attachments.  I'd like to know more about that as well since attaching a file from a past update to a new a ticket update would be awesome.

Landon Stewart : lstewart at iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932

> On Mar 13, 2015, at 1:58 PM, Rick Zoerner <rick.zoerner at cccparts.com> wrote:
> 
> Hi,
> 
> I have set up an approval process for invoices that is working perfectly up to the paying part. However, to finish it up I have 2 tasks I can't figure out on my own.
> 1)   I need to be able to send the entire "History" of the ticket in an email, and,
> 2)   Attach any and all attachments from a particular custom field (of a type=attach multiple documents).
> 
> So far, for this project, I have:
>   1- created a custom lifecycle using status changes to move a CapEx through stages of authorization, acquisition, approval for payment and payment.
>   2- created custom templates for each status. Each status change triggers an email using a template customized  for that person/stage in the process (i.e. "Manager Approval", "IT Approval", "Finance Approval", "Acquire", "ApproveToPay", "Coding", "Pay").
>   3- set up custom fields in the ticket to hold all the attachments needed during the process in a consistent location. Quotes, invoices, etc.
> 
> The history display is particularly important because it is the audit trail of all the approvals. Each approval level is just a drop-down custom field in the ticket (approved/denied). It is the history that shows who flipped it to "Approved" and the date/time stamp of when they did.
> 
> It works great for everybody in the sequence except the final stage - paying the invoice(s).
> Finance has to open the ticket, print the web page to capture the history (audit trail), then find the attachments and open/print each of them, then look at the field where coding listed how to book the payable (GL account and dollar amount), etc.
> 
> Since I am already sending them an email with a link to the ticket in it when the status changes to "pay"... I would like to include in that email the full history, a couple other custom fields I can capture easily (like the coding, the original justification, etc.), and attach the invoices - one-stop shopping for A/P. I just can't find anything to help me figure out how to call out the entire ticket history.
> 
> Thanks in advance to anyone who has a ready answer for this - I'm NOT a programmer at all, so I've spent several days looking through the documentation and only barely able to understand a fraction of it. Please speak to me as to a child - in Perl that would be an overly generous appraisal of my ability.
> 
> -Rick
> 

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