[rt-users] On Comment Notify AdminCcs as Comment Unless Resolved

[Kenneth Crocker]

Bill,

Why not just edit your "resolved" template to just include certain ticket
info and no comments?

Kenn
LBNL

On Thu, Apr 29, 2010 at 7:59 PM, Bill Galeckas <bill93 at gmail.com> wrote:

> Hello,
>
> I've been banging my head on this for days... searched the lists high and
> low... and I finally give up.
>
> Here's what I'm trying to do:
>
> I'd like to have the final "resolve comment" not be sent out. However, I
> don't want to break the built-in functionality of the "On Comment Notify
> AdminCcs as Comment".
>
> Basically, I need a "On Comment Notify AdminCcs as Comment Unless
> Resolved".
>
> I have two custom scrips that will notify the Owner and Requestor already.
> (I use the method shown here:
> http://www.gossamer-threads.com/lists/rt/users/68726#68726 to pull the
> final comment into the email to the Requestor.)
>
> I know this is probably just a matter of setting a custom condition... but
> I just can't seem to get the syntax right! (I've tried pretty much every
> combination I can think of, using this:
> http://wiki.bestpractical.com/view/CustomConditionSnippets and RT
> Essentials as a guide.) I feel like I'm close... but I'm just missing that
> one little thing...
>
> My best guess:
>
> Description: On Comment Notify AdminCcs as Comment Unless Resolved
> Condition: User Defined
> Action:Notify AdminCcs as Comment
> Template: Global Template: Admin Comment
> Stage: TransactionCreate
>
> Custom Condition:
> if ( $self->TransactionObj->Type eq "Comment"
>      && $self->TransactionObj->Field eq "Status"
>      && $self->TransactionObj->NewValue eq "resolved" )
> {
> return 0;
> } else {
> return 1;
> }
>
> Oh, mighty RT guru's... can someone help a guy out?
>
> Thanks,
> Bill
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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