Hi Alex, I’m not sure how to resolve the first issue (probably some logic in
the Correspondence scrip) but below will get rid of the “no content” message.
Replace $Transaction->Content() with the below in your templates to remove the
no content message in emails.
{$Transaction->Content() eq 'This transaction appears to have no content' ?
'' :
$Transaction->Content();
}
From: rt-users [mailto:[email protected]] On Behalf Of
Alex Peters
Sent: Wednesday, June 04, 2014 10:38 PM
To: [email protected]
Subject: [rt-users] combine Correspond and Resolve scrips?
A default RT installation has scrips to send correspondence to requestors, and
to send an email to requestors indicating that their ticket has been resolved.
I'd like to combine the two in a way such that the "resolution" email also
includes the correspondence entered as part of the resolving transaction.
To achieve this, I have modified the "Resolved" template to also contain the
transaction's content.
This works as desired with two exceptions:
1. Hitting Resolve in the RT web interface, changing Comment to
Correspond, typing a message and submitting results in two emails being sent to
the requestor: one with just the correspondence, and another with the
"resolved" message and the same correspondence. I'd prefer only one email to
be sent.
2. When resolving a ticket without comment, the "resolved" email is sent
containing the message "this transaction appears to have no content," which I'd
like to avoid.
Essentially I guess I want to do these two things:
1. Make the Correspond scrip only fire if the transaction (or transaction
batch?) isn't also resolving or rejecting the ticket.
2. Modify the Resolved template to not output the "appears to have no
content" message if the transaction (batch?) doesn't include a correspondence
element.
What is the most appropriate way to do these? Can it all be achieved using
scrips and templates alone?
I suppose one option might be to place a conditional "does transaction (batch?)
include ticket resolution" element into the Correspondence template and remove
the Resolved template altogether, but if it is, I'm not entirely sure how to
implement this.
Clarification on whether corresponding and resolving at the same time is
considered a single transaction or a batch would also be gratefully received.
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