[rt-users] Scrip/template "Notify parent ticket owner on resolve"?

Kenneth Crocker kenn.crocker at gmail.com
Wed Jun 6 15:01:32 EDT 2012


Jeff,

Kool. Don't forget about the action being "Notify Others" so your override
takes effect.

thanks for the tip on my guide.

Kenn

On Wed, Jun 6, 2012 at 9:31 AM, Jeff Blaine <jblaine at kickflop.net> wrote:

> On 6/5/2012 6:40 PM, Kenneth Crocker wrote:
>
>> Create a Template called "Notify Parents on Resolve".
>>
>> The Template should have code similar to this (loop thru all parents and
>> add the Emailaddress of the ticket owner to the "To:" line in the
>> Template) at the top (test the code to correct my mistakes):
>>
>> To: {my $parent = $Ticket->MemberOf;); ...
>>
>
> [snip]
>
> Kenn,
>
> That's what I was stumbling toward, but it seemed like I was
> perhaps missing a better way to do it. It can be a little
> daunting trying to figure out *where* to customize RT before
> you even get to the *how* part.
>
> You could have just said, "Yes, override the To: with code
> in a custom template", but I'll gladly take your much more
> detailed response! :)
>
> Thanks.
>
> PS: You got a tip via an Amazon purchase yesterday ;)
>
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