Forum GLPI-Project

jvuz

Member

Registered: 2010-01-18

Posts: 300

Leaving out last follow-up when closing ticket

Hi,

when I close a ticket, the mail that's being sent contains also the last follow-up. Is it possible to leave that out and just show the closing text?

Jvuz

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Leaving out last follow-up when closing ticket

You can change or create your own notification template.

By example, you don't show follow-up if the status is closed

---

CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

jvuz

Member

Registered: 2010-01-18

Posts: 300

Re: Leaving out last follow-up when closing ticket

But how exactly do I do this, what exactly do I need to change?

jvuz

Member

Registered: 2010-01-18

Posts: 300

Re: Leaving out last follow-up when closing ticket

This is what I'm having now:

<!-- description{ color: inherit; background: #ebebeb; border-style: solid;border-color: #8d8d8d; border-width: 0px 1px 1px 0px; }    -->
<div>##IFticket.storestatus=solved##</div>
<div>##lang.ticket.url## : <a href="##ticket.urlapprove##">##ticket.urlapprove##</a> <strong> </strong></div>
<div><strong>##lang.ticket.autoclosewarning##</strong></div>
<div><span style="color: #000000;"><strong>##lang.ticket.solvedate##</strong></span> : ##ticket.solvedate##<br /><span style="color: #FF0000;"><strong>Closing ticket</strong></span>:</div>
<div><span style="color: #000000;"><strong>##lang.ticket.solution.description## ##ENDIFticket.storestatus##</strong></span></div>
<div>##ELSEticket.storestatus## ##lang.ticket.url## : <a href="##ticket.url##">##ticket.url##</a> ##ENDELSEticket.storestatus##</div>
<span style="color: #000000; font-weight: bold;">##lang.ticket.title##</span> :##ticket.title## <br /><strong><span style="color: #000000;">##lang.ticket.authors## </span></strong>:##IFticket.authors## ##ticket.authors## ##ENDIFticket.authors## ##ELSEticket.authors##--##ENDELSEticket.authors## <br /><span style="color: #000000; font-weight: bold;">##lang.ticket.creationdate##</span> :##ticket.creationdate##<span style="text-decoration: underline;"><br /></span><span style="color: #000000;"><strong>##lang.ticket.content##</strong></span> : ##ticket.content##<br />##IFticket.storestatus=closed##
<span style="color: #FF0000;"><strong>Closing ticket:</strong></span><strong>##ticket.solution.description##</strong><br />##ENDIFticket.storestatus##
##FOREACHLASTfollowups##
<div class="description b"><strong>Follow-up:</strong></div>
<div class="description b"><span style="color: #FF0000;">##followup.description##</span></div>
<div class="description b"><br /><strong>[##followup.date##] <em>##lang.followup.isprivate## : ##followup.isprivate## </em></strong></div>
<div class="description b">New follow-up! Please check <a href="##ticket.url##">##ticket.url##</a> to reply to the follow-up.</div>
<div class="description b">Nieuwe opvolging! Gelieve deze link <a href="##ticket.url##">##ticket.url##</a> te openen om te antwoorden.</div>
<div class="description b">Mise à jour du ticket! Ouvrir ce lien <a href="##ticket.url##">##ticket.url##</a> pour répondre à cette mise à jour.</div>
<div class="description b">##ENDFOREACHfollowups##</div>
<div class="description b"> </div>

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Leaving out last follow-up when closing ticket

Your followups are always send in the notification.

To send them only if status is not closed

##IFticket.storestatus=closed##
..... your text
##ELSEticket.storestatus##
you put here your  ##FOREACHLASTfollowups##
##ENDIFticket.storestatus##

---

CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

jvuz

Member

Registered: 2010-01-18

Posts: 300

Re: Leaving out last follow-up when closing ticket

OK, thanks, I'll have a look on Monday. Thanks a lot for the great help!

Jvuz

jvuz

Member

Registered: 2010-01-18

Posts: 300

Re: Leaving out last follow-up when closing ticket

I've changed

##IFticket.storestatus=solved##

to

##IFticket.storestatus=closed##

but that didn't change anything

Jvuz

jvuz

Member

Registered: 2010-01-18

Posts: 300

Re: Leaving out last follow-up when closing ticket

Somebody has an idea? It has to be possible to change this, no? The only question is how