Using RT 3.6.3rc4. What I want to do is send a comment to admin cc's, but only
if the comment is not part of a user closing/resolving a ticket. I have an "on
resolve" script that includes all ticket history including all comments. How
we typically resolve tickets is to use jumbo, then change the status to
"resolved", change the update type "reply to requesters", then click save
changes. With the scripts I have setup now, the admin cc's get two emails.
One for the comment, and one for the resolve. The problem is obviously my
custom condition on the comment scrip. It looks like the ticket status if not
yet "resolved" when the scrip fires, thus the comment is sent even though the
user has set the status to resolved. Any comments or suggestions on a way
around this behavior?
Here are the two global admin cc scrips.
Description: On Comment Admin CCs
Condition: On Comment
Action: Notify AdminCcs as Comment
Template: Global template: Admin Comment
Stage: TransactionCreate
Custom Condition:
{ return $self->TransactionObj->Type eq 'comment' &&
$self->TicketObj->Status ne 'new' &&
$self->TicketObj->Status ne 'resolved'; }
Description: Notify adminccs on resolve
Condition: On Resolve
Action: Notify AdminCcs as Comment
Template: Global template: Resoolved Admin
Stage: TransactionCreate
Thanks,
Shannon
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