[rt-users] Reminders are setting off one of my OnCreate Scrips *RESOLVED

[Kyle McKinley]

Nick,

That seems to have done the trick.  I didn't realize that their were 
ticket "types."  Thanks for the quick response!

Sincerely,

Kyle McKinley
Network Operations
123Net
Direct: 248.228.8207
Fax: 248.264.2805
kjm at 123.net
www.123.net




Nick Kartsioukas wrote:
> On Fri, 04 Dec 2009 12:53:00 -0500, "Kyle McKinley" <kjm at 123.net> said:
>   
>> So I have queue "turnup" that has a scrip OnCreate>NotifyCCs.  I just 
>> started playing around with Reminders.  They create a new ticket in that 
>> queue, but oddly enough, don't show up in the RT at a Glance 
>> SavedSearch, where they actually should according to my parameters 
>> (Queue= Turnup AND Status NOT Resolved.)  Which is fine because I don't 
>> want them there.  The problem is that my CCs are getting emailed 
>> something that is totally unrelated to what the Template was created for 
>> ie. notifying my CCs of a new customer for Turnup.  I only want the 
>> Owner of the reminder to receive an email.  Is there any was around this 
>> issue?  I can't seem to find anything related in the archives.  BTW, 
>> this is my first post here.
>>     
>
> So, you want CCs to be notified when a normal ticket is created, but not
> when a reminder is created?
> I think you'll need to set a custom condition for the OnCreate NotifyCCs
> scrip, something that will trigger when the transaction type is Create
> and the ticket type is not reminder.
>
> I'm-not-yet-fully-awake-so-check-my-work-first maybe-working code
> follows:
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> return 0 unless $trans->Type == 'Create';
> return 0 unless $ticket->Type != 'reminder';
> return 1;
>
>