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

[Landon Stewart]

Hi Rick,

I should mention you'll want to make sure that stuff is sorted in chronological order before you cycle through the transactions too.  You don't want them to be out of order or people will get confused.

Put these two lines before the while() loop:

$Transactions->OrderBy; # Default sort order
$Transactions->GotoFirstItem;

Also while searching for the OrderBy function I came across this which might help you even more:

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

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 4:05 PM, Landon Stewart <lstewart at iweb.com> wrote:
> 
> 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 <mailto:lstewart at iweb.com>
> Lead Specialist, Abuse and Security Management
> Spécialiste principal, gestion des abus et sécurité
> http://iweb.com <http://iweb.com/> : +1 (888) 909-4932
> 
>> On Mar 13, 2015, at 1:58 PM, Rick Zoerner <rick.zoerner at cccparts.com <mailto: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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