[rt-users] Changing states from a scrip

Eric Horne eric.horne at teradyne.com
Mon Dec 5 15:15:27 EST 2005

I found the cause of this, I think. The play tickets I was using somehow 
got their "requestors" to be nulled out. No requestor, no e-mail 
attempt, and I believe that's why the scrip didn't fire.

Seems to work as advertised, thanks for you consideration!


Eric Horne wrote:
> I have a script that changes the state of a ticket based on the contents 
> of the transaction. For example, if someone responds with "Resolved" as 
> the first line in the body of an e-mail, I'd like the ticket to resolve 
> itself.
> I have something working using self->TicketObj->SetStatus("resolved"). 
> The ticket does go into the resolved state as desired. However, it does 
> not appear to cause the "Notify requestor on Resolve" global scrip. So 
> while the ticket is resolved, the requestor does not get any e-mail. Of 
> course, the global  "On Resolve notify requestor" works fine on queues 
> without my SetStatus scrip.
> How can I change the state of a ticket and fire the "On Resolve notify 
> requestor" scrip?
> I'm running RT 3.4.4 w/ ActivePerl 5.8 on a RHEL3 box.
> Thanks for your help!
> -eric
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