[rt-users] "On Reply" conditions

[Ruslan U. Zakirov]

Chris Ridd wrote:
> The workflow I'm looking to emulate using RT causes emails from customers to
> our support address to either create a new case or change an existing case
> to an 'open' state.
> 
> This works pretty well with the default templates and scrips in RT 3.0.10.
> 
> The missing bit of the puzzle is that replies from support (which cc the
> support address) should change the case state to a 'pending' state.
> 
> The equivalent to this 'pending' state seems to be RT's 'stalled' state,
> which I can live with. (Is it easy to extend the ticket states?)
Nop. Not easy.
> 
> However where I'm stuck is that the draft RT3 manual describes some
> conditions etc, but these don't appear to exist in RT. Specifically, the "On
> Reply" condition would seem to be the one I'm looking for.
> 
> I had a quick look at creating my own conditions, but didn't find the right
> bit of POD to tell me how to get email addresses out of transactions.
> 
> Should I be looking at writing my own conditions, or is the "On reply"
> condition actually around somewhere that I simply can't see?
On Correspond. Manual should be fixed.
> 
> Cheers,
> 
> Chris
>