[rt-users] No reply to requestors on resolve, even if chosen

[Kenneth Crocker]

Robert,

	Try using this for you "User-defined" condition.

my $trans = $self->TransactionObj;

return ($trans->Type eq "Status" &&
         $trans->NewValue eq "resolved");

	I use this for all the notifications I want to send out and just make 
the "New-Value" specific to what I want. Hope this helps.


Kenn
LBNL

On 12/17/2008 12:41 PM, Robert Munsch wrote:
> I can’t seem to get a reply sent out to requestors when a ticket is 
> Resolved.  The dropdown defaults to Comment, yes, but even when I choose 
> Reply To <any combo>, Requestor doesn’t get it.  Others do: Admincc, 
> frex, gets notified when I choose ‘requestors and Adminccs,” but 
> Requestor doesn’t.
> 
>  
> 
> I tried scrip’ing it two different ways, but there doesn’t seem to be a 
> transaction type of ‘resolve’ and checking for ticket status didn’t seem 
> to work, since at the time it’s checked, it isn’t resolved yet.
> 
>  
> 
> I need to scrip it, because I have an exception list of automated 
> systems that should never get any messages of any kind.  For ticket 
> creation, I’m using
> 
> http://wiki.bestpractical.com/view/OnCreateAutoReplyException
> 
> and tried modifying that to make a OnResolve scrip: but that’s when I 
> ran into the dual edge of no-resolve-transaction / not-resolved-status.
> 
>  
> 
> Any ideas?
> 
>  
> 
> ------------------------
> 
> Rob Munsch
> 
> IT Administrator
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