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

[Kenneth Crocker]

Robert,


	If your requestor is getting two notices then either you have another 
scrip that is sending one OR your user is also another type of recipient 
that is getting the notification.


Kenn
LBNL

On 12/18/2008 3:42 PM, Robert Munsch wrote:
>> 	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.
> 
> Thank you, now I'm getting somewhere.  Amusingly, what I get now is TWO replies to the requestor.  I've selected the boring ol' "your request is resolved..." template, and I haven't altered it yet to include final comments etc., but the requestor now gets two copies of the Resolve template.  Also, my exception list seems to be working, and even if the user keeps "reply to requestor" selected on the resolve screen, a message does not go out to the excepted.
> 
> I'm using this as a global scrip:
> 
> ----
> my @exceptionList = ('robot at sys1.org',
>                      'android at dontbugme.net');
> 
> my $trans = $self->TransactionObj;
> my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);
> 
> if ($trans->Type eq "Status" && $trans->NewValue eq "resolved")
>      {
>       return if grep { $ticketRequestor eq lc($_) } @exceptionList;
>       return 1;
>      }
> return;
> ----
> 
> 
> 
> 
>>
>> 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
>>>
>>> http://www.Philly**Car**Share.org <http://www.PhillyCarShare.org>
>>>
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>>>
>>>
>>>
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>