[rt-users] Correspondence scrip help

Jonathan Chen JChen at paymentone.com
Thu Aug 19 11:42:01 EDT 2004


Thanks for your attempted help.  It still does not solve the problem because on some cases its best to use "comment" resolve instead of correspond resolve when dealing with a client.   

If someone can give me FAT clue as to how to go about it would be great.  I would not ask the question on this list if I had any idea of how to proceed with problem.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve Greenland
Sent: Thursday, August 19, 2004 7:43 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Correspondence scrip help

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?

This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. 

More information about the rt-users mailing list