[rt-users] Correspondence scrip help

Steve Greenland steveg at lsli.com
Thu Aug 19 10:43:10 EDT 2004

On Tue, Aug 17, 2004 at 04:24:34PM -0700, Jonathan Chen wrote:
> 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?

Disable the script "On Resolve..." and modify the interface so that the
"resolve" link defaults to Correspond rather than Comment?


"Outlook not so good." That magic 8-ball knows everything! I'll ask
about Exchange Server next.
                           -- (Stolen from the net)

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