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.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.IT<http://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 >