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@@ -1,21 +1,63 @@
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-<?xml version="1.0" encoding="UTF-8"?>
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-<Set>
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-<ActionEmail id="1">
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-<name>Simple eMail</name>
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-<description>Default eMail action, tailor it to fit your needs</description>
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-<from></from>
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-<reply_to></reply_to>
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-<to>SELECT bizContact AS C WHERE C.id = :this->caller_id</to>
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-<cc></cc>
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-<bcc></bcc>
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-<subject>New iTop ticket [$this->severity$]: $this->name$, $this->title$</subject>
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-<body><h1>A new iTop incident has been created: $this->name$</h1>
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+<?xml version="1.0" encoding="UTF-8"?>
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+<Set>
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+<ActionEmail id="4">
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+<name>Incident Notification to a Workgroup</name>
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+<description>This action informs a team that a ticket has been assigned their workgroup</description>
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+<from></from>
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+<reply_to></reply_to>
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+<to>SELECT bizTeam AS t JOIN bizWorkgroup AS w ON w.team_id = t.id WHERE w.id=:this->workgroup_id</to>
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+<cc></cc>
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+<bcc></bcc>
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+<subject>The ticket $this->name()$, severity $this->severity$ has been assigned to the workgroup $this->workgroup_name$</subject>
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+<body><html>
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+<body>
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+<p>The incident ticket $this->name()$ has been assigned to the workgroup $this->workgroup_name$.</p>
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<p>Description: $this->title$</p>
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-<p>Initial situation: <pre>$this->initial_situation$</pre></p>
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-<p>Ticket Type: $this->type$</p>
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-<p>Ticket assigned to: $this->workgroup_name$</p>
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+<p>Initial Situation: $this->initial_situation$</p>
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<hr/>
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-<p>More information: $this->hyperlink()$</p></body>
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-<importance>normal</importance>
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-</ActionEmail>
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-</Set>
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+<p>for more information on this ticket, click here: $this->hyperlink()$</p>
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+</body>
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+</html></body>
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+<importance>normal</importance>
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+</ActionEmail>
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+<ActionEmail id="2">
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+<name>Incident notification to Agent</name>
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+<description>This action informs an agent that a ticket has been assigned to her/him</description>
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+<from></from>
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+<reply_to></reply_to>
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+<to>SELECT bizPerson WHERE id=:this->agent_id</to>
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+<cc></cc>
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+<bcc></bcc>
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+<subject>The ticket $this->name()$, severity $this->severity$ has been assigned to you</subject>
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+<body><html>
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+<body>
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+<p>The incident ticket $this->name()$ has been assigned to you.</p>
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+<p>Description: $this->title$</p>
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+<p>Initial Situation: $this->initial_situation$</p>
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+<hr/>
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+<p>for more information on this ticket, click here: $this->hyperlink()$</p>
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+</body>
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+</html></body>
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+<importance>normal</importance>
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+</ActionEmail>
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+<ActionEmail id="3">
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+<name>Incident Notification to caller</name>
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+<description>This action is used to inform the caller</description>
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+<from></from>
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+<reply_to></reply_to>
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+<to>SELECT bizPerson WHERE id=:this->caller_id</to>
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+<cc></cc>
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+<bcc></bcc>
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+<subject>Ticket $this->name()$, severity $this->severity$ - $this->ticket_status$</subject>
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+<body><html>
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+<body>
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+<p>The incident ticket $this->name()$ has changed to status $this->ticket_status$</p>
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+<p>Current situation: $this->current_situation$</p>
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+<p>Last update: $this->last_update$</p>
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+<hr/>
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+<p>for more information on this ticket, click here: $this->hyperlink()$</p>
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+</body>
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+</html></body>
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+<importance>normal</importance>
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+</ActionEmail>
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+</Set>
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dflaven