Hi Rick, For the complete history of a ticket you need to first load the tickets transactions and then select those you want to cycle through - then cycle through them and only printing the create and correspond content.
In the template try something like this code block:
{
# Select which transactions to cycle through
my $transactions = $Ticket->Transactions;
$transactions->Limit( FIELD => 'Type', VALUE => 'Create' );
$transactions->Limit( FIELD => 'Type', VALUE => 'Correspond',
ENTRYAGGREGATOR => 'OR', OPERATOR => '=' );
# Build the $content variable up - we'll be concatenating to this string
below
my $content;
while (my $transaction = $transactions->Next) {
my $attachments = $transaction->Attachments;
while (my $attachment = $attachments->Next) {
next unless $attachment->ContentType =~
m!^(text/html|text/plain|message|text$)!i; # skip non-text stuff
# Only include headers if they are present on the attachment
$content .= defined $attachment->GetHeader('From') ? "From:
".$attachment->GetHeader('From')."\n" : "";
$content .= defined $attachment->GetHeader('To') ? "To:
".$attachment->GetHeader('To')."\n" : "";
$content .= defined $attachment->GetHeader('Subject') ? "Subject:
".$attachment->GetHeader('Subject')."\n\n" : "";
# Include the content of the attachment
$content .= defined $attachment->OriginalContent ?
$attachment->OriginalContent : "";
}
}
return $content;
}
The above is not really tested code but I know the idea behind it works.
You've got me on the attachments. I'd like to know more about that as well
since attaching a file from a past update to a new a ticket update would be
awesome.
Landon Stewart : [email protected]
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932
> On Mar 13, 2015, at 1:58 PM, Rick Zoerner <[email protected]> wrote:
>
> Hi,
>
> I have set up an approval process for invoices that is working perfectly up
> to the paying part. However, to finish it up I have 2 tasks I can't figure
> out on my own.
> 1) I need to be able to send the entire "History" of the ticket in an
> email, and,
> 2) Attach any and all attachments from a particular custom field (of a
> type=attach multiple documents).
>
> So far, for this project, I have:
> 1- created a custom lifecycle using status changes to move a CapEx through
> stages of authorization, acquisition, approval for payment and payment.
> 2- created custom templates for each status. Each status change triggers an
> email using a template customized for that person/stage in the process (i.e.
> "Manager Approval", "IT Approval", "Finance Approval", "Acquire",
> "ApproveToPay", "Coding", "Pay").
> 3- set up custom fields in the ticket to hold all the attachments needed
> during the process in a consistent location. Quotes, invoices, etc.
>
> The history display is particularly important because it is the audit trail
> of all the approvals. Each approval level is just a drop-down custom field in
> the ticket (approved/denied). It is the history that shows who flipped it to
> "Approved" and the date/time stamp of when they did.
>
> It works great for everybody in the sequence except the final stage - paying
> the invoice(s).
> Finance has to open the ticket, print the web page to capture the history
> (audit trail), then find the attachments and open/print each of them, then
> look at the field where coding listed how to book the payable (GL account and
> dollar amount), etc.
>
> Since I am already sending them an email with a link to the ticket in it when
> the status changes to "pay"... I would like to include in that email the full
> history, a couple other custom fields I can capture easily (like the coding,
> the original justification, etc.), and attach the invoices - one-stop
> shopping for A/P. I just can't find anything to help me figure out how to
> call out the entire ticket history.
>
> Thanks in advance to anyone who has a ready answer for this - I'm NOT a
> programmer at all, so I've spent several days looking through the
> documentation and only barely able to understand a fraction of it. Please
> speak to me as to a child - in Perl that would be an overly generous
> appraisal of my ability.
>
> -Rick
>
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