Praveen Velu wrote:
> Dear All
>
> Could you please help me to create a custom condition for Reply on resolve?
>
> When user resolve a ticket with reply option, requester gets two mails.
> One is reply and other is Auto reply for closing ticket. Is it possible
> merge and send two mails? How can i avoid two mails when user select
> reply option on resolve than comment.
>
It could be different in 3.8, but in 3.6, if you look at the default
scrips associated with your query, you will notice there is one entry
(scrip #10?) to handle what happens after a ticket is closed. I have had
its Action defined as "Notify Requestors" before, but told it to do
nothing instead; requester now only get a reply (if support staff says
something before closing ticket). You can also write your own action to
do whatever you want there.
> I am using RT 3.8 on debian lenny
>
> Thanks in advance
>
> praveen
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