[rt-users] Correspondence scrip help

[Jonathan Chen]

Hello all,

I am wondering if there is any way to resolve RT action when TECH-1 resolves a ticket with correspondence it will not send out 2 emails to the requestor.  The 1st email says the ticket is resolved and the other is basically the same message but using the correspondence template instead of the resolved template.

I tried to use the code below to resolve my issue but its not working because RT sends out the email before my custom action can check if the new ticket value is resolved or not.   I believe my scrip would work if status changed to resolve was done before correspondence.  Is there any way to fix this?

Maybe changing from Stage: TransactionCreate to TransactionBatch would resolve my problem?

============================================================================
Tue Aug 17 15:57:11 2004 	TECH-1 - Correspondence added
Tue Aug 17 15:57:13 2004 	TECH-1 - Status changed from open to resolved 

On Correspond 
User Defined Notify Requestors and Ccs with template Correspondence

Custom Action: 
my $tr = $self->TransactionObj;
if ($tr->Type eq ('Correspond' || 'Comment') && $tr->NewValue ne 'resolved')  {
     return(1);
} else {
     return undef;
} 
 
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