[rt-users] Silent Assign and Resolve

[Bart]

Or create a custom field which you set to a boolean value (yes/no, 1/0, or
something like that) and base your on resolve condition based on that. That
way your status independent.


2013/4/9 Kenneth Crocker <kenn.crocker at gmail.com>

> Rob,
>
> You could modify your "notify XX on Resolve" scrip to stop if the new
> status value is resolve and the old one was new, unless you also open the
> ticket and then assign it. You have to consider what state the ticket is
> "ALWAYS" in when you assign/resolve it. Then use that condition in your
> scrip.
>
> Kenn
>
>
> On Mon, Apr 8, 2013 at 8:05 AM, Rob Lister <rob at lonap.net> wrote:
>
>>
>> Hello,
>>
>> Is there a way to modify the Templates/Scrip so that when a ticket is
>> Assigned and Resolved at the same time, the "This ticket has been assigned
>> to you" e-mail is not sent to the assigned user?
>>
>> In our case we have users that reply via e-mail and don't use the web
>> interface very often, every so often I go through and assign/resolve any
>> outstanding tickets, and the notifications can lead to confusion.
>>
>> (I did try to a script that allows assign/close via e-mail, but I couldn't
>> get it to work...)
>>
>> On RT 3.8.8
>>
>>
>> Thanks,
>>
>>
>> Rob
>>
>>
>


-- 
Bart G.
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