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<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007>Situation:</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>Need to send
templated e-mails. Requestor information is updated.
First email is an automatic notification to the requestor when custom field
value is set at the first value from a dropdown list. Second e-mail is an
escalation to be auto sent when custom field value is set to the third or
fourth value in</SPAN></FONT><FONT face=Arial size=2><SPAN
class=844453614-14022007> the dropdown list.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>Already done
is:</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>Created the
2 templates. <EM>Template A Template
B</EM></SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>First Scrip field
values are:</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>Description:
First Notification</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007>Condition: User
Defined</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007>Action:
Notify Requestors</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007>Template: <EM>Template
A</EM></SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007>Stage:
TransactionCreate</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>Custom Condition is
set as:</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>return 0 unless
$self->TicketObj->FirstCustomFieldValue('Status of the Issue') =~
/<EM>first value in the list</EM>/i;</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007>1;</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>The Custom action
preparation code and cleanup code are blank.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>The above condition
does not send notification to the Requestor. When action was changed from
Notify Requestors to AutoReply Requestors, it does send the email, but it
continues to send the templated email on following transactions, even when the
custom field value does not change. Desired is that the template A
email should go out onkly once.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>The escalation email
scrip is:</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007>Description: Escalation
Notification</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007>Condition: User
Defined</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007>Action:
Notify Requestors</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007>Template: <EM>Template
B</EM></SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007>Stage:
TransactionCreate</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>Custom Condition is
set as:</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>return 0 unless
$self->TicketObj->FirstCustomFieldValue('Status of the Issue') =~
/<EM>third value in the list</EM>/i;</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007>1;</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>The Custom action
preparation code and cleanup code are blank.</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>What changes need to
be made for this to work?</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>Thank
you,</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN class=844453614-14022007>Kamber
Dalal</SPAN></FONT></DIV>
<DIV><FONT face=Arial size=2><SPAN
class=844453614-14022007></SPAN></FONT> </DIV></SPAN></FONT></DIV></BODY></HTML>