[rt-users] Condition for non resolved only.

[Leon]

Thanks to everyone for all the help:
I have been working on this the whole week and have finally got 
something that works. I thought I would share it with you since I see 
there are other people that are looking for the same code. If someone 
can point out any obvious mistakes, please do.



To prevent any replies to resolved tickets and sending of emails on 
already resolved tickets I changed all the “On Correspond” events to 
rather use this user defined code:

Condition:

if( $self->TransactionObj->Type eq 'Correspond' &&
     ($self->TicketObj->Status eq 'open' || $self->TicketObj->Status eq 
'external' || $self->TicketObj->Status eq 'new') ) {
        return 1; }
     else
     { return undef; }

Another condition that we use, is to only automatically “open” tickets 
that are marked as “external”

Condition2:
if( $self->TransactionObj->Type eq 'Correspond' &&
      $self->TicketObj->Status eq 'external' ) {
        return 1;
} else {
        return undef;
}

(BTW, external is a custom status that we use, while we are waiting for 
external feedback)



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