[rt-users] Use TransactionBatch to limit number of emails?

[Matt Nichols]

I don't have any useful suggestions but I'd love to find a resolution to the "two emails" for every resolution problem. Our users get two emails when we resolve their tickets. (When we resolve tickets, the final message is sent as a "reply" , never a comment, thus creating an email from an "on correspond, notify requestor" scrip, and from the on resolve scrip. 

 

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From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marie Gellbäck
Sent: Thursday, August 10, 2006 10:06 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Use TransactionBatch to limit number of emails?

 

I have been experimenting with the TransactionBatch stage for a scrip to make sure that the requestor only gets one email when his ticket is resolved. A resolve action results in two transactions, a correspond and a status change transaction. I have defined two different scrips, one that sends an email to the requestor when the RT user chooses to send a reply and another scrip that sends a different email when the ticket is resolved. Two avoid duplicate emails I tried to set the scrip for the correspond action to use stage TransactionBatch and check in its custom condition that the batch doesn't contains a status change. Unfortunately it doesn't work. With the TransactionBatch stage an email is sent out already when the RT user hits the Reply button. Does anyone know how to get around this?

 

Best regards

 

Marie Gellbäck

Developer

 

 

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