[rt-users] Resolve scip headache

[Rick Russell]

Michael Wilkinson wrote:
> When I created a ticket with a status of resolved,  Request
> Tracker would send two e-mails out to the defined watches. One based on
> the on the create scrip and the other on the resolved scrip.   This was
> great and how I expected it to work!

..

> So, I know the templates are working. But, if I open a ticket with a
> status of resolved it will only send an e-mail out based on the
> Transaction template. It never sends the second e-mail based on the
> resolve template even though the condition is met.

I can say that our RT install (3.2.2/RHEL/PostgreSQL) worked the second
way, not the first. If you created a resolved ticket, it did not commit
the "On Resolve" actions.

If you're using a version of RT that support custom scrips, it's easy to fix:

Description: On Create of Resolved Ticket, Notify CCs with template Whatever

Condition, User Defined
Action, Notify CCs
Template, Whatever

Custom condition:

  if (    ($self->TransactionObj->Type eq 'Create')
       && ($self->TicketObj->Status eq 'resolved')  )

    {return(1)};

  else

    {return(undef)};


Rick R.

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