Mike,
We merely modified the "Resolve" template to include our CF
"Description" (a more concise description of the problem) and the
resolution comment (made by the owner at time of resolution) in the body
of the resolve e_mail. Works great for us.
Kenn
LBNL
Mike Friedman wrote:
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On Thu, 21 Sep 2006 at 09:52 (-0700), John H. Nyhuis wrote:
I am using RT3.4, and am trying to write a resolve ticket action
email template that will include:
-all correspondence for the ticket
-NOT include comments on the ticket
-will include the correspondence entered at the time of the resolve
action
My template (built from the default) includes the
{$Transaction->Content()} line which does seem to list the ticket
correspondence in other templates. However, when this template is
resolved, it is populated with a message stating "no content for this
ticket".
Can anyone see what I am doing wrong? The same call used in other
templates works perfectly. I have included the content of the
template below. Why does the {$Transaction->Content()} come up with
no content?
John,
A 'resolve' transaction itself usually has no 'transaction content'.
Whereas, if this were, say, 'On Correspondence', then the content would
be the actual correspondence that triggered the scrip.
If you really want to include, say, the contents of the last
correspondence before the ticket was resolved, then I believe you'll
have to loop through the ticket's attachments to find it. At least
that's what I wound up doing.
Mike
_________________________________________________________________________
Mike Friedman IST/System and Network Security
[EMAIL PROTECTED] 2484 Shattuck Avenue
1-510-642-1410 University of California at Berkeley
http://socrates.berkeley.edu/~mikef http://security.berkeley.edu
_________________________________________________________________________
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