Adding "Message" in email
Updated: 21 May 2010 | 6 comments
This issue has been solved. See solution.
When a worker is in edit-mode for an incident, he can manualy click on the email button to send an email.
Below the pulldown which email-template to use, there is a space to add an additional message to the Incident Comments.
I have looked around in I think every view and table of Altiris-Helpdesk, but I could not find my test-txt.
Two Questions:
So, can somebody tell me where the comments are stored for a ticket?
If you look into the tables, I can see workitem-comment, but this seems to hold only the first line or so.
Is there a predefined token or what ever to get the message as typed when sending an email from edit-mode also in the email and not only in the incidents-comment?
Guido
discussion Filed Under:
Comments
The comments for a ticket
The comments for a ticket are stored in the comment field of the workitem table. Everytime you update a ticket a new record in the workitem table is created. Each record is created with a different version. In order to see all of the comments you could use the query below.
SELECT comment
FROM workitem
WHERE number = Ticket Number Here
Sorry for the double post. Not sure how that happened.
I had seen that. Thx for the
I had seen that. Thx for the syntax. That helps.
But I have noticed it seems not all comments are stored in workitem_comment.
Take the example of an received email:
===========
Date - time - "Worker" - Edit
---------------------
Received in mailbox: inbx-alt-it@test.local
From: administrator@test.local
Message:
Request approved
===========
Only the first sentence is available in workitem_comment. From the example: Received in mailbox: inbx-alt-it@test.local
But the other data that one can see looking at the ticked is not stored here:
Where is that and how can i reach/use that?
Regards
Guido
Guido Langendorff
Arrow ECS Netherlands
Netherlands
Select "Mark as Solution" when it has resolved your problem.
Give a "Thumps up" when you like the comment or "Thumps down" when n
I see what you're talking
I see what you're talking about now. That other information is actually part of the email_messge_view table and not stored on the workitem table.
- Matt
Solved it. Was I wrong! Explanaition:
Is it? What I understand from the view it is the view holding all email_templates.
So, I think I did not make myself completely clear. By the way, I just solved it. Was I wrong!
Start at beginning:
Email send by approver:
After receiving the mail, looking at the ticket, this looks like this:
Looking at the view, shows this:
It only shows you this information no matter how wide you make the column.
But, thx to some local SQL consultancy I just received, running following statement :
SELECT workitem_comment FROM workitem_detail_view WHERE workitem_number = 44 AND workitem_version = 5
in SQL Q-analyzer shows this:
So, I learned here never trust what you see (and do not trust "table/view -> show all rows" as that will not show all the information stored)
Thx to anyone who responded.
Hopes this will help others.
Guido
PS. Added next day:
I have also found why I did not find the data in the field... There is limit of 255 characters.
In the example above you can see; Message: approved kkkk
In another record I can not and that has exceeded the lenght limit.
So, to get more space for "my data" and less "system-related" data, I have added the following in my customstrings.xml
<string id="WorkItemNoChangesDetected">Saved, no changes detected.</string> <-- This msg appaers when there was not comment added in the edit-mode
<string id="WorkItemAutoGenEmailComment">#cr;--#cr;Mail is sent.#cr;[b]Template:[/b] {0}#cr;[b]To:[/b] {1}#cr;[b]Cc:[/b]{2}#cr;[b]Bcc:[/b] {3}#cr;[b]Attach:[/b] {4}#cr;[b]Body:[/b] {5}</string>>
Guido Langendorff
Arrow ECS Netherlands
Netherlands
Select "Mark as Solution" when it has resolved your problem.
Give a "Thumps up" when you like the comment or "Thumps down" when n
The comments for a ticket
The comments for a ticket are stored in the comment field of the workitem table.. Everytime you update a ticket a new record in the workitem table is created. Each record is created with a different version. In order to see all of the comments you could use the query below.
SELECT comment
FROM workitem
WHERE number = Ticket Number Here
The comment should be
The comment should be available from that query mccarthy.cw posted. The reason it looks like just a line or so is because it's not formatted from the SQL query like it is in Helpdesk. I don't really know why or where that type of information might be stored if it's somewhere else. Maybe someone else can help?
On getting the incident's comment into an e-mail. You should be able to do that by adding this macro to an e-mail template:
WORKITEM(workitem_comment)
- Matt
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