[rt-users] Send last message/comment from ticket to requestor on resolve
Hi, Wondering how to do this: When I resolve a ticket, I want RT to send the message I put in the resolve to the requestor, and not the default as per our records Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. http://www.myfax.com/referral_program.asp http://www.myfax.com image001.gif___ 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
Re: [rt-users] Send last message/comment from ticket to requestor on resolve
Nelson,
Here's how I include the resolver's message with our standard resolved
blurb. This is my (slightly modified) template for OnResolve. The guts of
what you want to do is that I grab the last correspondence, compare it to
the last outgoing e-mail (don't include it if they're the same), then see
if it's incoming e-mail (don't include it if so). If it passes those
tests, then I include it in my standard blurb to the requestor. There are
probably cleaner ways to do this, but I'm using this in production and it
works.
Regards,
Gene
= start of template contents
{ ### Tells user that ticket has been resolved
my $MyName = Template 28 (Resolved);
#$RT::Logger-debug($MyName (. $Transaction-Id . ) entered.);
my $FromAddress = 'RT Requests [EMAIL PROTECTED]';
my $ContactAddress = '[EMAIL PROTECTED]';
my $OwnerName = $Ticket-OwnerObj-RealName;
my $c_content;
my $e_content;
my $have_rmks;
my $remarks;
### We won't include a comment if...
### - Last outgoing email content eq last correspond content (this means
### that the content was already sent in an e-mail)
### - Last correspond attachment headers =~ /^Received/ (this means that
### the correspond was an incoming e-mail)
### Get last Correspond
my $Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$Transactions-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CorrespondObj = $Transactions-First;
if ($CorrespondObj $CorrespondObj-Id) {
$c_content = $CorrespondObj-Content;
chomp $c_content;
$have_rmks = !$CorrespondObj-Attachments-First-GetHeader('Received');
#$RT::Logger-debug($MyName: found correspondence: '$_content') if
$have_rmks;
}
### Get last outgoing e-mail
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'EmailRecord' );
$Transactions-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $EmailObj = $Transactions-First;
if ($EmailObj $EmailObj-Id) {
$e_content = $EmailObj-Content;
chomp $e_content;
if ($c_content) {
$have_rmks = 0 if $e_content eq $c_content;
$have_rmks = 0 if $EmailObj-Id $CorrespondObj-Id;
}
}
use Mail::Address;
my $Cc = '';
my $Bcc = '';
if ( $have_rmks ) {
my $attachment = $CorrespondObj-Attachments-First;
my @cc_addrs = Mail::Address-parse($attachment-GetHeader('RT-Send-Cc'));
my @bcc_addrs =
Mail::Address-parse($attachment-GetHeader('RT-Send-Bcc'));
foreach my $addr ( @cc_addrs ) {
$Cc .= $addr-address . , ;
}
$Cc .= $Ticket-QueueObj-Cc-MemberEmailAddressesAsString;
$Cc =~ s/, $//;
foreach my $addr ( @bcc_addrs ) {
$Bcc .= $addr-address . , ;
}
$Bcc .= $Ticket-QueueObj-AdminCc-MemberEmailAddressesAsString;
$Bcc =~ s/, $//;
}
### Set the remarks if applicable
if ($have_rmks) {
$remarks =
Comments:
$c_content
;
#$RT::Logger-debug($MyName: going to send comments: $remarks);
}
my $AddressGroup = From: $FromAddress;
$AddressGroup .= \nCc: $Cc if $Cc;
$AddressGroup .= \nBcc: $Bcc if $Bcc;
$OUT = $AddressGroup
Subject: Action completed for your request
The ticket that was opened for your request has been resolved by
$OwnerName. If you have any questions about this, you can contact us at
$ContactAddress.
$remarks
Regards,
The IT Staff;
}
= end of template contents
At 10:42 AM 5/5/2008, Nelson Pereira wrote:
Content-Class: urn:content-classes:message
Content-Type: multipart/related; type=multipart/alternative;
boundary=_=_NextPart_001_01C8AED7.61321FB3
Hi,
Wondering how to do this:
When I resolve a ticket, I want RT to send the message I put in the
resolve to the requestor, and not the default as per our records
.
Nelson Pereira
Senior Network Administrator
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University ___
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Re: [rt-users] Send last message/comment from ticket to requestor on resolve
Nelson,
We created our own template and put the following code in it:
#MAKE SURE YOUR TEMPLATE HAS A BLANK LINE AFTER THE Subject: LINE!!!
Subject: Request Titled: {$Ticket-Subject} has been Resolved!
This ticket has been resolved. DO NOT REPLY to this message!
-
TICKET INFORMATION:
Ticket Queue : {$Ticket-QueueObj-Name}
Ticket Number : {$Ticket-Id}
Ticket Subject: {$Ticket-Subject}
Ticket Description:
{$Ticket-FirstCustomFieldValue('Description')}
Ticket Priority is: {$Ticket-Priority}
Ticket Requestor : {$Ticket-Requestors-UserMembersObj-First-Name}
Ticket Created by: {$Ticket-CreatorObj-Name}
Ticket Created on: {substr($Ticket-Created, 0, 10)}
Ticket Owned by: {$Ticket-OwnerObj-Name}
Development Started on: {substr($Ticket-Started, 0, 10)}
QA Approved on: {$Ticket-FirstCustomFieldValue('QA Approval Date')}
QA Approved by: {$Ticket-FirstCustomFieldValue('QA Approver')}
Migratedon: {substr($Ticket-Resolved, 0, 10)}
Migratedby: {$Ticket-LastUpdatedByObj-Name}
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 $Resolution_Comment;
}
-
To view ticket information, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
Of course, you will certainly not have the same CF's in your tickets
and we use the Comment not the reply to insert into the template. But
I think this will give you an idea on how to do this. Hope this helps.
Kenn
LBNL
On 5/5/2008 10:42 AM, Nelson Pereira wrote:
Hi,
Wondering how to do this:
When I resolve a ticket, I want RT to send the message I put in the
resolve to the requestor, and not the default “as per our records….”
*Nelson Pereira*
Senior Network Administrator
Protus IP Solutions Inc.
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
phone: 613.733. ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com
Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp
www.MyFax.com http://www.myfax.com
___
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
___
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
Re: [rt-users] Send last message/comment from ticket to requestor on resolve
At Monday 5/5/2008 01:42 PM, Nelson Pereira wrote: Hi, Wondering how to do this: When I resolve a ticket, I want RT to send the message I put in the resolve to the requestor, and not the default as per our records . Disable the On resolve notify Requestors scrip, and resolve tickets by adding a reply changing the status. The Mason code can be changed so that when you use the Resolve link, the Update type is set to Reply rather than Comment. Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST) ___ 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
