Re: [rt-users] customizing the ticket form
I use this as my Resolve 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;
}
$resolution_comment;
}
When you resolve a ticket, RT records whatever you write as a comment.
This template will pull that last comment into the outgoing Resolve
email. This is this or something very much like it is on the wiki, I
think, I didn't write it myself.
On Tue, Feb 10, 2009 at 3:03 PM, GravyFace wrote:
> I'd like to be able to change the Update Type drop-down to default to
> "Reply to Requestors" when the "Resolve" link is clicked instead of
> "Comments (Not sent to requestors)".
>
> What's the best way to achieve this? If I need to modify/extend the
> source, I don't mind doing so, just don't want to go about it the
> wrong way and/or reinvent the wheel.
>
> Thanks
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Re: [rt-users] Combine "issue resolved" and the last reply/message into one single email
Steffen,
I use this template:
Subject: Resolved: {$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;
}
$resolution_comment;
}
On Wed, Dec 3, 2008 at 9:45 AM, Steffen Tronstad <[EMAIL PROTECTED]>
wrote:
> Very nice, thank you :)
>
> I've now spent 1,5 hours setting up RT to be exactly what I needed, after
using 5+ hours configuring 'Eventum' to find out it is way to complicated
and "project-based".
>
>
>
> Med vennlig hilsen / with kind regards
> Steffen Tronstad
> BroadPark Games drift/design
> NextGenTel AS, part of TeliaSonera Group
> Tlf: +47 466 988 46
> Mail: [EMAIL PROTECTED]
> please don't print this e-mail unless you really need to.
>
>
> -Opprinnelig melding-
> Fra: Stephen Turner [mailto:[EMAIL PROTECTED]
> Sendt: 3. desember 2008 15:39
> Til: Steffen Tronstad; rt-users@lists.bestpractical.com
> Emne: Re: [rt-users] Combine "issue resolved" and the last reply/message
into one single email
>
> On Wed, 03 Dec 2008 09:34:34 -0500, Steffen Tronstad <[EMAIL PROTECTED]>
> wrote:
>
>> When I close a issue, the customer first get an email with the
>> answer/soltion, and then a new email stating that the issue is closed.
>>
>> Could I either
>> A: Combine these into one single message.
>> B: Not send an email when the issue is closed (using "Reply", not
>> "Resolve") at all.
>>
>
> Steffen -
>
> There are two transactions in play - the reply (answer/solution) and the
> resolve. Hence two emails.
>
> You can't combine the messages, but you can stop the 'resolve' email. Find
> the scrip that controls this email: "On resolve Notify Requestors..."
> and remove it.
>
> Steve
>
> --
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT IS&T
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Re: [rt-users] Changing RT's behaviour on ticket close
Hello,
Is there any particular reason why you want a reply rather than a comment?
I have kept the resolve message as a comment, but then added this template
(which I think is directly off the wiki):
Subject: Resolved: {$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;
}
Then, in the scrips, I think the original on resolve scrip was 10, so I
deleted it and created a 10b. It is: On Resolve, Notify Requestors, Global
template: ResolveWithExplanation, Transaction Create. It accomplishes what
we wanted. Now, since that resolve message is a comment, it can't be seen
by users if they go into the web interface. Ours don't, but if yours do, I
can see why the resolve message must be a reply.
If anyone has a better way of doing this, I'd sure like to see it.
On Mon, Oct 6, 2008 at 5:18 AM, Richard Hartmann <
[EMAIL PROTECTED]> wrote:
> Hi all,
>
> while I was looking for a way to default to reply on resolve, not
> comment on resolve (which I still did not find out how to as google has
> way too many false positives), billybongo from #rt came up with a neat
> idea. It should be possible not to send the "your ticket is closed"
> blurb when you send out a reply.
>
> That should be easy to do via Scrips, but I could not make it work.
>
>
> Any help?
> Richard
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Re: [rt-users] Editing Comments or Replies
On Tue, Sep 2, 2008 at 1:36 PM, Alan Cheng <[EMAIL PROTECTED]> wrote: > Dear all, > > Is there a way to edit a comment or reply once it's in a ticket? I > understand we can always add another comment but I am just wondering... > Are there any specific reasons why we shouldn't have this "feature"? > One of our RT users is asking this question and I would like to see if > RT community has any suggestions. Or is there a third-party > contribution for this feature? I did a quick search but no match came up. > > Thanks, > > Alan Sorry, but I've gotta ask: without disturbing this list's fitness for family viewing, what found its way into your RT instance that shouldn't have? As Helmuth and Tim wrote, the audit trail should not be compromised. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
