[rt-users] Autoreply or Notify Requestors

[Dalal, Kamber Z (Kamber)]

What should the Action be set at, Autoreply to Requestors or Notify Requestors?

In the condition, in line:

return 0 unless $self->TicketObj->FirstCustomFieldValue('Status of the
> Issue') =~ //third value in the list//i;

Should I replace
FirstCustomFieldValue
 to
ThirdCustomFieldValue

For the escalation notification?

Thanks,
Kamber

-----Original Message-----
From: Marouane HIMDI [mailto:marouane.himdi at kereval.com] 
Sent: Wednesday, February 14, 2007 9:54 AM
To: Dalal, Kamber Z (Kamber)
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Autoreply or Notify Requestors



Dalal, Kamber Z (Kamber) a écrit :
> 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.
This is normal, You have add the condition that transaction must concerns a custmFiledValue 's change.
So, the solution is done here
http://wiki.bestpractical.com/index.cgi?OnCustomFieldValueChange

Best regards
>  
>  
> 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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