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Hi Marie, there was an acrticle on
the wiki: http://wiki.bestpractical.com/index.cgi?AddTicketHistoryToMail but it is removed from dumb
spammers. Here is a copy: AddTicketHistoryToMail Original author: Michael
Markstaller - IFCO Code cleanups:
RuslanZakirov Require: Text::Wrapper
perl module Subject: Resolved:
{$Ticket->Subject} Dear customer, your issue regarding
"{$Ticket->Subject()}", has been resolved in our
ticket system. See below for history of this ticket. If you have any further
questions or concerns, please reply to this message to reopen the
ticket. regards {$Ticket->OwnerObj->RealName
|| $Ticket->OwnerObj->Name} your-company-fooprint ---------------------------------------------------------------- Your initial request
was ---------------------------------------------------------------- {$Ticket->Transactions->First->Content()} ---------------------------------------------------------------- Complete Ticket History ---------------------------------------------------------------- { my $resolved_message =
''; my $last_content = ''; my $transactions =
$Ticket->Transactions; $transactions->Limit(
FIELD => 'Type', VALUE => 'Correspond' ); while (my $transaction =
$transactions->Next) { my $attachments =
$transaction->Attachments; while (my $message =
$attachments->Next) { next unless
$message->ContentType =~
m!^(text/plain|message|text$)!i; my $content =
$message->Content; next unless
$content; next if
$last_content eq $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 ||
$message->CreatorObj->EmailAddress; $resolved_message .=
"\n"; $resolved_message .=
"Time: "; $resolved_message .=
$message->CreatedObj->AsString; $resolved_message .=
"\n"; $resolved_message .=
"\n"; $resolved_message .=
"$content\n"; $resolved_message .=
"------------------------------------------------\n"; } } $resolved_message; } ------------------------------------------------------------------------- Common Information ------------------------------------------------------------------------- There is no need to reply
to this message unless you want to RE-OPEN your ticket with ID [{$rtname}
#{$Ticket->id}]. If you want to simply add
a COMMENT to this ticket whithout re-opening the ticket, click below: mailto:[EMAIL PROTECTED]>id()}]&body=%20 Please note: - ALWAYS include the
string [{$rtname} #{$Ticket->id}] in the subject line of all future
correspondence about this issue. - Do NOT attach or
include the content of previous emails already sent to you by rt. Von: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] Im Auftrag von Marie Gellbäck Hello, I’m using RT 3.4. I would like to include
the initial ticket question in the message that is sent to the requestor when
his ticket has been resolved. The problem is that I don’t want to use an
OnResolved template because that would generate two emails to the requestor
(template message + resolve message). So what I want to do is to add
$Ticket->Transactions->First->Content() to the message area on the
Update.html page. But the message area is included (Elements/MessageBox) so if
I add the ticket history text to the MessageBox all message boxes will display
the ticket history. There is an argument,
UpdateContent, defined in Update.html that is passed on to the MessageBox, does
anyone know if/how I can add my ticket history text to that argument? I have searched the wiki
and the mailing list but I can’t find any similar problems, but maybe
I’m looking for a bad solution. Any tips or hints in the correct
direction would be appreciated. Best regards Marie Gellbäck Developer |
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