Hi Kenn,
My better half always tells me to never assume, it makes an ass of you and me J. But in this case you are right on the money. That is exactly what I was looking for. Many thanks, Jim From: Kenneth Crocker [mailto:kenn.croc...@gmail.com] Sent: 20 February 2012 19:15 To: Jim Tambling Subject: Re: [rt-users] No transaction content Jim, I'm assuming (yea, we all know how THAT'S spelled) that you are referring to the comments made in the box when resolving a ticket. If my assumption is correct, then those comments can be made available to a template. Of course, you have to have a scrip to send that template on the resolve condition. Here it is: Subject: Request Titled: "{$Ticket->Subject}" has been Resolved ------------------------------------------------------------------------ ----- TICKET INFORMATION: Queue : {$Ticket->QueueObj->Name} Number : {$Ticket->id} Subject: {$Ticket->Subject} Priority : {$Ticket->Priority} Requestor: {$Ticket->Requestors->UserMembersObj->First->Name} Created by: {$Ticket->CreatorObj->Name} Created on: {substr($Ticket->Created, 0, 10)} Owned by: {$Ticket->OwnerObj->Name} ------------------------------------------------------------------------ ----- Description of Issue: {$Ticket->Transactions->First->Content} ------------------------------------------------------------------------ ----- Resolution comment: { my $Resolution_Comment; my $Transactions; my $CommentObj; $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $Transactions->OrderByCols( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); $CommentObj = $Transactions->First; if ($CommentObj && $CommentObj->id) { $Resolution_Comment = $CommentObj->Content; } else { $Resolution_Comment = "No comment." } return $Resolution_Comment; } ------------------------------------------------------------------------ ----- To view this ticket, click the URL below: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Thank you, {$Ticket->QueueObj->CorrespondAddress()} Now, you will also notice the code in there that grabs the "FIRST" transaction content. That particular code can be modified in and of itself to grab other types of transaction content if you know how to navigate it. Anyway, like I said, if my assumption is correct, this template will give you the content entered in comments when resolving the ticket. Hope this helps. Kenn On Mon, Feb 20, 2012 at 10:54 AM, Jim Tambling <jim.tambl...@datatote.co.uk> wrote: Hi Kenn, I have looked on the wiki and can only find a patch (ResolveSendsReply) Is this what you are referring to? If it's not, I would appreciate your offer to send me your template. Regards, Jim From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 February 2012 18:55 To: RT User List Subject: Re: [rt-users] No transaction content Jim, I could be wrong on this, but I believe the default for comments on resolve is that the comment is not carried over. I have a resolve template that I use that copies the last comment made (presumably during the resolve process) and includes it in the template sent out in email. There should be an example available in the wiki. If not, let me know and I'll send it to you. Kenn On Sun, Feb 19, 2012 at 6:21 AM, Jim Tambling <jim.tambl...@datatote.co.uk> wrote: Despite having {$Transaction->Content()} on the Resolved template, whenever I resolve a ticket the requestor gets an email with the blurb that is in the template, but instead of a summary of the last comment on the ticket, it displays: This transaction appears to have no content. Any ideas? Regards, Jim -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston - March 5 & 6, 2012
-------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012