[rt-users] Correspondence scrip help

[Jonathan Chen]

Steve,

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.

-Jonathan
-----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?

Steve 
 
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