[rt-users] Suppressing e-mail when resolving a ticket

[Andy Harrison]

On Sun, 19 Dec 2004 18:49:52 -0500, A N Ananth <ananth at prismmicrosys.com> wrote:
> When tickets are Resolved, we use the predefined ruke
> On Resolve Notify Requestors with template Resolved
> 
> However, sometimes but not always, we would like to suppress the outgoing
> e-mail to the Requestor.
> 
> Has this already been discussed? I was not able to find such a discussion
> in the Wiki or recently in this list.
> 
> Tks in advance for any suggestions.

I'm sure there's better ways, but I do it this way.  Use a custom
field for this and then modify your scrip.  If you have a simple
custom field named 'Supress' with a simple Yes/No choice, it would
look something like this:

Scrip Condition:  User-defined
Custom condition:
 return undef unless ($self->TransactionObj->Type eq "Create");
 return undef if ($self->TicketObj->FirstCustomFieldValue('Supress') =~ /Yes/i);
 return 1;
Action...
(your notification of choice)

-- 
Andy Harrison