[rt-users] Notify on Resolve with Exceptions

Robert Munsch Munsch at phillycarshare.org
Fri Dec 12 17:51:55 EST 2008

Hello list,


I'm using this 

my @exceptionList = ('robot at system1.org',

                                    'android at system2.net');


my $newStatus = $self->TicketObj->Status;

my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);


if ($newStatus eq 'resolved') {

  return if grep { $ticketRequestor eq lc($_) } @exceptionList;

  return 1;




to exclude automated systems from replies when tickets are resolved.
It's a slight mod of the "Autoreply on create with exceptions" action I
found.  It seems to work, with one minor hiccup:


For the Action dropdown, I have "Notify Requestors, CCs and AdminCCs"
selected - NOT the "as comment" option.  However, when I hit Resolve on
a ticket and get to the the text box for final resolution notes, I
notice it defaults to "Update Type: Comment (not sent to requestors)."


Am I mashing two things together here?  Where can I change that Update
Type default, but still keep the exception check?






Rob Munsch

IT Administrator

http://www.PhillyCarShare.org <http://www.PhillyCarShare.org> 

Our wheels.  Your freedom.

215-730-0988 x131


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