[rt-users] OnResolve Don't Send Message for Special Condition

Ruslan Zakirov ruz at bestpractical.com
Thu Oct 20 16:54:34 EDT 2011

On Thu, Oct 20, 2011 at 10:15 PM, Kevin Squire <gentgeen at wikiak.org> wrote:
> We are using RT 3.8
> We have a custom status "autoclose" (as part of "ActiveStatus")
> We have a script to close these 'autoclose' tickets after 14 days.
> Script from http://www.cs.kent.ac.uk/people/staff/tdb/rt3/
> Currently, when the ticket goes from 'autoclose' to 'resolved' our
> standard "Resolved" email goes out. For how we use it, the "Resolved"
> email ends up being a duplicate.
> I would like to adjust my "OnResolve" scrip to fire off like it is
> EXCEPT when the status goes from autoclose TO resolved.  I assume a
> Custom Condition can be done here, but not sure how to go about it.
> My Current "OnResolve" scrip is only for this one Queue, so it will not
> mess with other queue settings.
> Scrip Settings:
> Description: OnResolveSendEmail
> Condition: On Resolve
> Action: Notify Requestors
> Template: Resolved
> Stage: TransactionCreate
> Custom Condition, Action prep code and Cleanup are all blank.

You need "user defined" condition and fill in custom condition block
with code. Take a look at lib/RT/Condition/StatusChange.pm and
WritingCustomConditions on the wiki.

> --
> http://www.wikiak.org

Best regards, Ruslan.

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