[rt-users] Resolve scip headache

[Ruslan U. Zakirov]

Documented http://wiki.bestpractical.com/index.cgi?OnCreateResolved

Rick Russell wrote:
> 
> Michael Wilkinson wrote:
> 
>>When I created a ticket with a status of resolved,  Request
>>Tracker would send two e-mails out to the defined watches. One based on
>>the on the create scrip and the other on the resolved scrip.   This was
>>great and how I expected it to work!
> 
> 
> ..
> 
> 
>>So, I know the templates are working. But, if I open a ticket with a
>>status of resolved it will only send an e-mail out based on the
>>Transaction template. It never sends the second e-mail based on the
>>resolve template even though the condition is met.
> 
> 
> I can say that our RT install (3.2.2/RHEL/PostgreSQL) worked the second
> way, not the first. If you created a resolved ticket, it did not commit
> the "On Resolve" actions.
> 
> If you're using a version of RT that support custom scrips, it's easy to fix:
> 
> Description: On Create of Resolved Ticket, Notify CCs with template Whatever
> 
> Condition, User Defined
> Action, Notify CCs
> Template, Whatever
> 
> Custom condition:
> 
>   if (    ($self->TransactionObj->Type eq 'Create')
>        && ($self->TicketObj->Status eq 'resolved')  )
> 
>     {return(1)};
> 
>   else
> 
>     {return(undef)};
> 
> 
> Rick R.
> 
> 
> 
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