[rt-users] Autoreply or Notify Requestors

[Dalal, Kamber Z (Kamber)]

Situation:
 
Need to send templated e-mails.  Requestor information is updated.
First email is an automatic notification to the requestor when custom
field value is set at the first value from a dropdown list.  Second
e-mail is an escalation to be auto sent when custom field value is set
to the third or fourth value in the dropdown list.
 
Already done is:
 
Created the 2 templates.   Template A     Template B
 
First Scrip field values are:
 
Description:  First Notification
Condition:     User Defined
Action:        Notify Requestors
Template:    Template A
Stage:        TransactionCreate
 
 
 
Custom Condition is set as:
return 0 unless $self->TicketObj->FirstCustomFieldValue('Status of the
Issue') =~ /first value in the list/i;
 
1;
 
 
 
The Custom action preparation code and cleanup code are blank.
 
 
The above condition does not send notification to the Requestor.  When
action was changed from Notify Requestors to AutoReply Requestors, it
does send the email, but it continues to send the templated email on
following transactions, even when the custom field value does not
change.  Desired is that the template A email should go out onkly once.
 
 
The escalation email scrip is:
 
Description:  Escalation Notification
Condition:     User Defined
Action:        Notify Requestors
Template:    Template B
Stage:        TransactionCreate
 
 
 
Custom Condition is set as:
return 0 unless $self->TicketObj->FirstCustomFieldValue('Status of the
Issue') =~ /third value in the list/i;
 
1;
 
 
 
The Custom action preparation code and cleanup code are blank.
 
 
What changes need to be made for this to work?
 
Thank you,
Kamber Dalal
 
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