We are using RT 3.8 We have a custom status "autoclose" (as part of "ActiveStatus")
We have a script to close these 'autoclose' tickets after 14 days. Script from http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ Currently, when the ticket goes from 'autoclose' to 'resolved' our standard "Resolved" email goes out. For how we use it, the "Resolved" email ends up being a duplicate. I would like to adjust my "OnResolve" scrip to fire off like it is EXCEPT when the status goes from autoclose TO resolved. I assume a Custom Condition can be done here, but not sure how to go about it. My Current "OnResolve" scrip is only for this one Queue, so it will not mess with other queue settings. Scrip Settings: Description: OnResolveSendEmail Condition: On Resolve Action: Notify Requestors Template: Resolved Stage: TransactionCreate Custom Condition, Action prep code and Cleanup are all blank. -- http://www.wikiak.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
