On Fri, Feb 8, 2008 at 1:12 PM, Jean-Sebastien Morisset
<[EMAIL PROTECTED]> wrote:
> requestor doesn't see the summary of work done because
> it's a comment and not a reply.
Jean-Sebastien,
I am working on this same thing. Kenn Crocker's comment in this
thread about not messing with the internals of RT sounds good to me,
so the solution was just to make a template. Remember, templates can
include perl, and so a template can do anything that perl can do. I'm
no good with perl, so this often slips my mind. Anyway, based on an
older message on rt-users, I made (using this word loosely) this new
template:
*************
Subject: Resolved: {$Ticket->Subject}
According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.
Comments about the resolution of this issue:
{
my $resolution_comment;
my $Transactions = $Ticket->Transactions;
$Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
$Transactions->OrderByCols (
{ FIELD => 'Created', ORDER => 'DESC' },
{ FIELD => 'id', ORDER => 'DESC' },
);
my $CommentObj = $Transactions->First;
if( $CommentObj && $CommentObj->id ) {
$resolution_comment = $CommentObj->Content;
}
$resolution_comment;
}
*************
It works!
Chris
> We simply created our own "Resolve" template and include in that
> template the last comment made when the ticket was resolved. That way we
> didn't have to mess with any overrides or defaults in native RT.
>
> Kenn
> LBNL
Kenn,
If your template is better (and it probably is, heheh), please post it.
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