Re: [rt-users] Attachments missing in RESOLVE email
Ken, I'm interresting for the code you've mentioned. Could you or somebody else write me here that code or some similar, which will steal the attachment from last comment and then I can use it in Resolve template, so the Attachments which were put into ticket under Resolved phase will be available in the email from Resolved Template ? Ken Crocker wrote: Kevin, Correct. In fact, I put replied to an email like this awhile back with some code we wrote for a new Resolve template that includes code to include the last comment in the Email body. Kenn LBNL On 8/6/2009 9:46 AM, Kevin Falcone wrote: On Sat, Aug 01, 2009 at 12:38:04AM -0700, Miroslav Horvath wrote: gyus, you've started the discussion about something else. I've noticed, that in the Resolve email the attachments are not sent out. For example: I'm working on some ticket, and found some solution for the issue, that some .EXE patch must be applied. So I go to ticket, click on RESOLVE and put into attachment that .EXE patch file. And will write, that issue was resolved and the user must apply locally the patch which is attached in the resolution email. But in the resolution email which user received the attachment wasn't. Is there some workaround how to have attachment in it ? Miroslav The 'On Resolve' Scrip runs as a separate transaction, it runs during the resolve, not during the comment, so there are no attachments to send. You either need to steal some of the code linked from previous posts to look for the previous transaction's attachments or disable this script and change RT to send Correspondence rather than Comments when a ticket is resolved, and then RT-Attach will work -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- View this message in context: http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p25221025.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments missing in RESOLVE email
On Sat, Aug 01, 2009 at 12:38:04AM -0700, Miroslav Horvath wrote: gyus, you've started the discussion about something else. I've noticed, that in the Resolve email the attachments are not sent out. For example: I'm working on some ticket, and found some solution for the issue, that some .EXE patch must be applied. So I go to ticket, click on RESOLVE and put into attachment that .EXE patch file. And will write, that issue was resolved and the user must apply locally the patch which is attached in the resolution email. But in the resolution email which user received the attachment wasn't. Is there some workaround how to have attachment in it ? Miroslav The 'On Resolve' Scrip runs as a separate transaction, it runs during the resolve, not during the comment, so there are no attachments to send. You either need to steal some of the code linked from previous posts to look for the previous transaction's attachments or disable this script and change RT to send Correspondence rather than Comments when a ticket is resolved, and then RT-Attach will work -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments missing in RESOLVE email
Kevin, Correct. In fact, I put replied to an email like this awhile back with some code we wrote for a new Resolve template that includes code to include the last comment in the Email body. Kenn LBNL On 8/6/2009 9:46 AM, Kevin Falcone wrote: On Sat, Aug 01, 2009 at 12:38:04AM -0700, Miroslav Horvath wrote: gyus, you've started the discussion about something else. I've noticed, that in the Resolve email the attachments are not sent out. For example: I'm working on some ticket, and found some solution for the issue, that some .EXE patch must be applied. So I go to ticket, click on RESOLVE and put into attachment that .EXE patch file. And will write, that issue was resolved and the user must apply locally the patch which is attached in the resolution email. But in the resolution email which user received the attachment wasn't. Is there some workaround how to have attachment in it ? Miroslav The 'On Resolve' Scrip runs as a separate transaction, it runs during the resolve, not during the comment, so there are no attachments to send. You either need to steal some of the code linked from previous posts to look for the previous transaction's attachments or disable this script and change RT to send Correspondence rather than Comments when a ticket is resolved, and then RT-Attach will work -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments missing in RESOLVE email
gyus, you've started the discussion about something else. I've noticed, that in the Resolve email the attachments are not sent out. For example: I'm working on some ticket, and found some solution for the issue, that some .EXE patch must be applied. So I go to ticket, click on RESOLVE and put into attachment that .EXE patch file. And will write, that issue was resolved and the user must apply locally the patch which is attached in the resolution email. But in the resolution email which user received the attachment wasn't. Is there some workaround how to have attachment in it ? -- View this message in context: http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24766854.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments missing in RESOLVE email
Hi Miroslav,
That is expected behaviour.
When one clicks on resolve, it takes them to comment, not reply (correspond),
by default comments only go to admincc.
Thanks,
Bill
--Original Message--
From: Miroslav Horvath
Sender: rt-users-boun...@lists.bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Attachments missing in RESOLVE email
Sent: Jul 30, 2009 1:28 AM
Hello
We have started using RT 3.8.4. and we found a problem with sending
attachments within Resolved email.
The template for RESOLVED starts with this:
Subject: Resolved: {$Ticket-Subject}
RT-Attach-Message: yes
when some agent works on ticket, and click on Resolve, he puts some comments
and add attachment to that, and finish it, end user receive email but
without that attachment.
We had same problem in RT 3.2.3 .
btw.: Through the Reply sending attachment works fine, but throught
Resolve it doesnt.
Do we need to set up something ?
RT is running on:
OS-Fedora CORE Linux $hostname 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49
EST 2008 x86_64 x86_64 x86_64 GNU/Linux
DB-mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using
readline 5.0
BR, Miroslav
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Re: [rt-users] Attachments missing in RESOLVE email
Miroslav, Yes, just need to select Reply to Requestors from the Update Type: Field. Thanks, Bill Graboyes On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath aveng...@atlas.skwrote: So is there some way how to have attachments in RESOLVE email ? -- View this message in context: http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments missing in RESOLVE email
Miroslav William, I prefer to NOT change RT code if I can get away with it. We like our comments included on a resolved ticket, so we just created a scrip to send out an Email using our version of the resolved template. In our version, we capture the last comment and put it in the Email. That way we override RT's normal procedure of not sending out comments in Email AND we don't have to change the RT code. Just a thought. Kenn LBNL On 7/30/2009 10:26 AM, William Graboyes wrote: Miroslav, Yes, just need to select Reply to Requestors from the Update Type: Field. Thanks, Bill Graboyes On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath aveng...@atlas.sk mailto:aveng...@atlas.sk wrote: So is there some way how to have attachments in RESOLVE email ? -- View this message in context: http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com mailto:sa...@bestpractical.com 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: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments missing in RESOLVE email
Jo Rhett,
Sure. My mistake, it's just a template. Here it is:
Subject: Request Titled: {$Ticket-Subject} has been Resolved!
This ticket has been resolved. DO NOT REPLY to this message!
-
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
Number : {$Ticket-Id}
Subject: {$Ticket-Subject}
Priority is: {$Ticket-Priority}
Requestor : {$Ticket-Requestors-UserMembersObj-First-Name}
Created by: {$Ticket-CreatorObj-Name}
Created on: {substr($Ticket-Created, 0, 10)}
Ownedby: {$Ticket-OwnerObj-Name}
Development Started on: {substr($Ticket-Started, 0, 10)}
-
Description of Issue:
{$Ticket-FirstCustomFieldValue('Description')}
-
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}
You'll probably notice that our method of getting people to stop
replying to the Resolved notification was to tell them not to in
capitol letters! ha! Really a high-tech method ;-). Anyway, it works for us.
Kenn
LBNL
On 7/30/2009 11:37 AM, Jo Rhett wrote:
Ken, care to share that scrip? Or better yet put it in the wiki since
it's FA?
On Jul 30, 2009, at 11:26 AM, Ken Crocker wrote:
Miroslav William,
I prefer to NOT change RT code if I can get away with it. We like our
comments included on a resolved ticket, so we just created a scrip
to send out an Email using our version of the resolved template. In
our version, we capture the last comment and put it in the Email.
That way we override RT's normal procedure of not sending out
comments in Email AND we don't have to change the RT code. Just a
thought.
Kenn
LBNL
On 7/30/2009 10:26 AM, William Graboyes wrote:
Miroslav,
Yes, just need to select Reply to Requestors from the Update
Type: Field.
Thanks,
Bill Graboyes
On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath
aveng...@atlas.sk mailto:aveng...@atlas.sk wrote:
So is there some way how to have attachments in RESOLVE email ?
--
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Nabble.com.
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--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness
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