On Thu, Oct 20, 2011 at 10:15 PM, Kevin Squire <[email protected]> wrote: > 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.
You need "user defined" condition and fill in custom condition block with code. Take a look at lib/RT/Condition/StatusChange.pm and WritingCustomConditions on the wiki. > -- > http://www.wikiak.org -- Best regards, Ruslan. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
