[rt-users] Temporary "Silent" Resolve

[Kenneth Crocker]

Kenneth,


	You might want to try to modify your "Resolved" scrip by making the 
condition "user-defined" and adding code to check the "To:" address or 
"Requestor" or whatever data you can consistently use and if it matches 
your condition, return 0. Hope this helps.

Kenn
LBNL

On 6/2/2008 12:24 PM, Kenneth Marshall wrote:
> Cory,
> 
> We use a custom field to designate whether or not a resolve
> notice should be sent. If it is set to "No", the scrip does
> not send the E-mail. It works well and is easy to setup.
> 
> Ken
> 
> On Mon, Jun 02, 2008 at 12:40:35PM -0500, Cory Berry wrote:
>> I have a requester that has sent us tickets via his RT.  Our RT and his
>> RT entered a battle where we resolved the ticket, an email is sent, they
>> resolved their ticket, which sent an email that reopened our ticket, we
>> resolve, email is sent, they resolve their re-opened ticket, email is
>> sent and reopens our ticket.  
>>
>> I was curious if there was a way to resolve this ticket without sending
>> a resolve email.  I was hoping for a solution that didn't involve me
>> removing that scrip and then re-entering the scrip when I'm done
>> resolving.
>>
>> I'm using rt 3.6.6.  Sorry, I'd provide more configuration info, but I
>> received an error when I tried the system configuration status page in
>> RT.  Joy, nothing like finding something to fix while you are trying to
>> fix something else.
>>
>> Cory
>>
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