On Fri, Aug 21, 2009 at 11:19:12AM -0400, Jerrad Pierce wrote: > > One reason is that certain scip actions can be based on the settings > > of particular fields. So you need to first set one field and then > > another to produce the correct action. One field we have is whether > > or not to send E-mail when a ticket is resolved. To have this work > > you first need to set that field and then resolve the ticket. > > Otherwise the mail is sent. That is one example but having to re-enter > > the basics screen over and over would be clumsy at best. > > It's not clear why this is a two step process, you can set > custom fields when replying to the ticket. If you do not > wish to reply or comment, you could still do this with Jumbo.
If the custom field is not set before the reply/resolve scrip is executed, the notice still goes out. Then the CF value is changed. Ken _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
