Re: [rt-users] Attachments in Resolution email
Kenneth, yes please, provide me some details.
This is our template for Resolved email. But attachments are not working.
Subject: Vyriešené: {$Ticket-Subject}
RT-Attach-Message: yes
Podľa našich záznamov bola Vaša požiadavka VYRIEŠENÁ.
Ak máte akékoľvek ďalšie otázky alebo nejasnosti k úlohe, prosím odpovedzte
na túto správu, a úloha bude automaticky znovu otvorená v systéme.
Táto odpoveď je automaticky generovaná systémom RT-ZSE.
Ďakujeme.
{$Ticket-QueueObj-Description}
===
Resolution details
---
{
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;
}
===
Request details:
---
{ $Ticket-Transactions-First-Content; }
Miroslav,
You can modify the resolve template to include the last comment and/or
include any attachments. When the ticket is resolved and the email sent, the
template will include all the data you want. I have an example if you want
it.
Kenn
LBNL
On Wed, May 25, 2011 at 7:03 AM, Mike Johnson mike.john...@nosm.ca wrote:
--
View this message in context:
http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31731075.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Attachments in Resolution email
Hi Russlan I'm not the programmer, so I'm not very famous with the codes in the 2nd link you've provided. But if you remember, we have bough a single contract in the past for helping us with some incident within company (EON.IT Slovakia - Viktor Franik was the technician on our side) But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket. Comment - using for internal comments within ticket, works with attachment. Reply - when contacting the user without closing ticket, works with attachment. Resolve - closing ticket with a resolution message (we need to have here also attachments). The email templates for Reply and Resolve are different. So if you can navigate me, what to do, to make possible that attachments will be send also with Resolve email template. Ruslan Zakirov-2 wrote: Hi, See the following in FAQ: The 'resolve' Transaction has no content http://requesttracker.wikia.com/wiki/FAQ May be you just need reply on resolve, not comment: http://requesttracker.wikia.com/wiki/ResolveSendsReply In the last case requestors recieve reply and everything attached to it. On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath aveng...@atlas.sk wrote: Hello I want to ask for help. We are running RT version 3.8.4 and we have problem, that attachments are not sent out with resolution emails. They only work when you make Reply from the ticket. But in more cases we need this option, that when some support agent is closing ticket(RESOLVE), he needs to send with that email also some attachment, and here it doesnt work. Is there any kind of hint or fix ? Q2: Is this needs added in version 4.0 ? BR, Miroslav -- View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- Best regards, Ruslan. -- View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Attachments in Resolution email
When you hit resolve, switch the dropdown box on the form from Comment(not sent to requestors) to Reply to requestors. Sounds like this is your only issue. Mike. On Wed, May 25, 2011 at 2:26 AM, Miroslav Horvath aveng...@atlas.sk wrote: Hi Russlan I'm not the programmer, so I'm not very famous with the codes in the 2nd link you've provided. But if you remember, we have bough a single contract in the past for helping us with some incident within company (EON.IThttp://eon.it/ Slovakia - Viktor Franik was the technician on our side) But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket. Comment - using for internal comments within ticket, works with attachment. Reply - when contacting the user without closing ticket, works with attachment. Resolve - closing ticket with a resolution message (we need to have here also attachments). The email templates for Reply and Resolve are different. So if you can navigate me, what to do, to make possible that attachments will be send also with Resolve email template. Ruslan Zakirov-2 wrote: Hi, See the following in FAQ: The 'resolve' Transaction has no content http://requesttracker.wikia.com/wiki/FAQ May be you just need reply on resolve, not comment: http://requesttracker.wikia.com/wiki/ResolveSendsReply In the last case requestors recieve reply and everything attached to it. On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath aveng...@atlas.sk wrote: Hello I want to ask for help. We are running RT version 3.8.4 and we have problem, that attachments are not sent out with resolution emails. They only work when you make Reply from the ticket. But in more cases we need this option, that when some support agent is closing ticket(RESOLVE), he needs to send with that email also some attachment, and here it doesnt work. Is there any kind of hint or fix ? Q2: Is this needs added in version 4.0 ? BR, Miroslav -- View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- Best regards, Ruslan. -- View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca
Re: [rt-users] Attachments in Resolution email
Miroslav, You can modify the resolve template to include the last comment and/or include any attachments. When the ticket is resolved and the email sent, the template will include all the data you want. I have an example if you want it. Kenn LBNL On Wed, May 25, 2011 at 7:03 AM, Mike Johnson mike.john...@nosm.ca wrote: When you hit resolve, switch the dropdown box on the form from Comment(not sent to requestors) to Reply to requestors. Sounds like this is your only issue. Mike. On Wed, May 25, 2011 at 2:26 AM, Miroslav Horvath aveng...@atlas.skwrote: Hi Russlan I'm not the programmer, so I'm not very famous with the codes in the 2nd link you've provided. But if you remember, we have bough a single contract in the past for helping us with some incident within company (EON.IThttp://eon.it/ Slovakia - Viktor Franik was the technician on our side) But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket. Comment - using for internal comments within ticket, works with attachment. Reply - when contacting the user without closing ticket, works with attachment. Resolve - closing ticket with a resolution message (we need to have here also attachments). The email templates for Reply and Resolve are different. So if you can navigate me, what to do, to make possible that attachments will be send also with Resolve email template. Ruslan Zakirov-2 wrote: Hi, See the following in FAQ: The 'resolve' Transaction has no content http://requesttracker.wikia.com/wiki/FAQ May be you just need reply on resolve, not comment: http://requesttracker.wikia.com/wiki/ResolveSendsReply In the last case requestors recieve reply and everything attached to it. On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath aveng...@atlas.sk wrote: Hello I want to ask for help. We are running RT version 3.8.4 and we have problem, that attachments are not sent out with resolution emails. They only work when you make Reply from the ticket. But in more cases we need this option, that when some support agent is closing ticket(RESOLVE), he needs to send with that email also some attachment, and here it doesnt work. Is there any kind of hint or fix ? Q2: Is this needs added in version 4.0 ? BR, Miroslav -- View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- Best regards, Ruslan. -- View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca
[rt-users] Attachments in Resolution email
Hello I want to ask for help. We are running RT version 3.8.4 and we have problem, that attachments are not sent out with resolution emails. They only work when you make Reply from the ticket. But in more cases we need this option, that when some support agent is closing ticket(RESOLVE), he needs to send with that email also some attachment, and here it doesnt work. Is there any kind of hint or fix ? Q2: Is this needs added in version 4.0 ? BR, Miroslav -- View this message in context: http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
