On Wed, Apr 25, 2007 at 07:42:17AM -0600, Warren Macey wrote: > Hi all, > Currently I have RT set up tht it sends notification of a ticket closure to > the client with a link to a customer support satisfaction survey. There > exists some instances where we may not want this email to be sent. > > For example, in the event that the ticket is closed and then the customer > emails back to say "thanks" it currently re-opens the ticket (which we still > want to happen just in case it should be re-opened) and then when the tech > closes the ticket again it sends the "ticket resolved" email again. > > I had a brainwave that said that I could add some custom field and write a > scrip condition that would check this field on resolve to see if it should > send the notice or not, but this seemed a little "hokey" to me and I just > wonder if there is a better, more efficient, way to accomplish this. > > Regards, > Warren Macey
This is exactly what we do here with a custom field called "Send Resolve Notice" which defaults to Yes and is set to No once the resolve notice has been sent once to prevent future sends. Ken _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
