[rt-users] Adding updated ticket details to emails?

Kenneth Marshall ktm at rice.edu
Tue Sep 6 13:18:46 EDT 2016

On Tue, Sep 06, 2016 at 11:49:51AM -0400, Alex Hall wrote:
> Hi again all,
> Another question related to emails came up as we tested RT just now. My
> coworker emailed in his ticket, and it got created. I went into the
> website, set myself as the owner, 'rejected' the ticket, and wrote a text
> reply. I expected him to get an email telling him my reply and all the
> updates to his ticket; instead, he got an email with only my reply.
> In general, for our use case, it would be best for emails to include any
> changes to the status of the ticket in question along with any text written
> by anyone working on the ticket. For instance, Joe might send a reply
> saying "I took care of this", but he didn't close the ticket. John gets
> that email, since he's on the ticket too, and he sees that the status is
> still 'open' or 'new', so he knows to go in and close it. Or John takes
> ownership of the ticket, but doesn't write anything. This should still
> generate a message to Joe showing that John is now the owner. That kind of
> thing.
> Is there a setting to enable such information/notifications, or will I have
> to modify the templates and scripts?
> -- 
> Alex Hall
> Automatic Distributors, IT department
> ahall at autodist.com

Hi Alex,

You need to update your template to send the information you would like
to see. Here is a sample template that should work with a bit of customization:

Name: Transaction
Description: Default transaction template
RT-Attach-Message: yes

[{$rtname} #{$Ticket->id()}] was modified by 
  "{$Transaction->CreatorObj->RealName}" <{$Transaction->CreatorObj->EmailAddress}> on {$Transaction->CreatedAsString}:

 Transaction: {$Transaction->Type}: {$Transaction->Description}
   New Value: {$Transaction->NewValue}  Old Value: {$Transaction->OldValue}
       Queue: {$Ticket->QueueObj->Name}
     Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"}
       Owner: {$Ticket->OwnerObj->Name}
Requestor(s): {$Ticket->RequestorAddresses}
      Status: {$Ticket->Status}
     Created: {$Ticket->CreatedObj->AsString} ({$Ticket->CreatedObj->AgeAsString})
         Due: {$Ticket->DueObj->AsString} ({$Ticket->DueObj->AgeAsString})
  Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

if ( !($Transaction->Content() eq 'This transaction appears to have no content') ) 
$OUT .= "-=-=-=-=-=-

This is for 3.8.x but the principles are the same.


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