|
Thank you for your reply. I have seen this solution
in the wiki but it is not what I want to do. I want to include the ticket
history in the message that is sent when you are on the Update.html page and
choose the Resolve link, and finally write some information in the message
area. The update type is set to Reply to requestors. The solution I have come
up with so far is to modify the Update.html page so that it passes the ticket
history to the message area that displays it (overwrite Elements/MessageArea). It
currently works but it is a rather ugly solution. Another way to solve the
problem would be to make sure that the Update.html page doesn’t send any
emails to the requestors and then use an OnResolveTemplate as Torsten purposed.
I’m not sure what’s best. Regards Marie Gellbäck Developer Från: Torsten Brumm
[mailto:[EMAIL PROTECTED] 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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