On Tue, Sep 06, 2016 at 11:49:51AM -0400, Alex Hall wrote:
> Hi again all,
> Another question related to emails came up as we tested RT just now. My
> coworker emailed in his ticket, and it got created. I went into the
> website, set myself as the owner, 'rejected' the ticket, and wrote a text
> reply. I expected him to get an email telling him my reply and all the
> updates to his ticket; instead, he got an email with only my reply.
>
> In general, for our use case, it would be best for emails to include any
> changes to the status of the ticket in question along with any text written
> by anyone working on the ticket. For instance, Joe might send a reply
> saying "I took care of this", but he didn't close the ticket. John gets
> that email, since he's on the ticket too, and he sees that the status is
> still 'open' or 'new', so he knows to go in and close it. Or John takes
> ownership of the ticket, but doesn't write anything. This should still
> generate a message to Joe showing that John is now the owner. That kind of
> thing.
>
> Is there a setting to enable such information/notifications, or will I have
> to modify the templates and scripts?
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
Hi Alex,
You need to update your template to send the information you would like
to see. Here is a sample template that should work with a bit of customization:
Name: Transaction
Description: Default transaction template
Content:
RT-Attach-Message: yes
[{$rtname} #{$Ticket->id()}] was modified by
"{$Transaction->CreatorObj->RealName}"
<{$Transaction->CreatorObj->EmailAddress}> on {$Transaction->CreatedAsString}:
Transaction: {$Transaction->Type}: {$Transaction->Description}
New Value: {$Transaction->NewValue} Old Value: {$Transaction->OldValue}
Queue: {$Ticket->QueueObj->Name}
Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
given)"}
Owner: {$Ticket->OwnerObj->Name}
Requestor(s): {$Ticket->RequestorAddresses}
Status: {$Ticket->Status}
Created: {$Ticket->CreatedObj->AsString}
({$Ticket->CreatedObj->AgeAsString})
Due: {$Ticket->DueObj->AsString} ({$Ticket->DueObj->AgeAsString})
Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
{
if ( !($Transaction->Content() eq 'This transaction appears to have no
content') )
{
$OUT .= "-=-=-=-=-=-
".$Transaction->Content().""
}
}
This is for 3.8.x but the principles are the same.
Regards,
Ken
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