[rt-users] Custom Condition To Send Email on Resolve if No Article Sent as Part of Resolve

[Foggi, Nicola]

Version : RT-4.0.19

Hey All,

Running into a slight problem with a new queue I'm attempting to roll out a new queue that uses some "pre-canned" template responses using Articles from the integrated RTFM system in 4.0.19 now.  I've changed the lifecycle to make the open -> resolve a default RESPOND vs COMMENT and that's working.  However, I want to send a default template response if the admin forgets to choose an article to respond with.  I came up with the following code below for the custom codition.  I'm detecting if the ticket has a ReferTo set and then if it doesn't return code 1 to that the scrip executes which sends the template, otherwise, sets it to 0 so it skips the scrip.

The problem I'm running into is it appears the run the scrip prior to linking the article to ticket, so it always thinks the admin hasn't attached an article when they actually have.  Is there anything I can do to execute the scrip post process of attaching the article (I tried setting it to Transaction Batch).

Any ideas would be greatly appreciated.

Thanks

Nicola

[custom condition below]

my $RefersToTickets = $self->TicketObj->RefersTo;
my $FirstRefersToTicketLink = $RefersToTickets->Next;

my $returncode = 0;

my $txn = $self->TransactionObj;#
my $type = $txn->Type;
return 0 unless $type eq "Status"
    || ( $type eq 'Set' && $txn->Field eq 'Status');

if ($txn->NewValue eq "resolved") {

   eval {$FirstRefersToTicketLink->TargetURI->URI};
   my $results = $@;
   $RT::Logger->info('219 - ' . $results);
   if ($results =~ qr{^Can't call method}) {
      $RT::Logger->info('UNDEFINED');
      $returncode = 1;
   } else {
      $returncode = 0;
   };

};
  
$RT::Logger->info('Return Code: ' . $returncode); 
return $returncode;