Hello, When I resolve a ticket, I want the requester to receive the ticket comments, and a notice the ticket is resolved, in just one email. Someone out there must have this set up. I've been playing with "TransactionBatch" to see if that could help prevent duplicates.
Currently, I use a default resolve scrip, which notifies the requester when the ticket is resolved. The template does not include the comments from the resolution, only some generic text. I've been going in circles trying to have the requester get only one ticket upon resolution. An email which includes the resolution comments. If when I resolve the ticket, I change the "Update Type" to "Reply to Requestors", the requester gets one email, without the comments. Here is the summary of my scrips. > > # Description Stage Condition Action Template > 14 Notify Requestor on Correspond TransactionCreate On > Correspond Notify Requestors Admin Correspondence > 13 Notify requestor when ticket is taken Disabled On > Owner Change Notify Requestors Owner Changed > 8 On Comment Notify AdminCcs as Comment TransactionBatch > On Comment Notify AdminCcs as Comment Admin Comment > 9 On Comment Notify Other Recipients as Comment Disabled > On Comment Notify Other Recipients as Comment Correspondence > 5 On Correspond Notify AdminCcs TransactionBatch On > Correspond Notify AdminCcs Admin Correspondence > 6 On Correspond Notify Ccs TransactionBatch On > Correspond Notify Ccs Correspondence > 7 On Correspond Notify Other Recipients Disabled On > Correspond Notify Other Recipients Correspondence > 17 On Correspond Notify Requestor TransactionBatch On > Correspond Notify Owner, Requestors, Ccs and AdminCcs Admin > Correspondence > 1 On Correspond Open Tickets TransactionCreate On > Correspond Open Tickets Blank > 3 On Create Autoreply To Requestors TransactionCreate > On Create Autoreply To Requestors Autoreply > 4 On Create Notify AdminCcs TransactionCreate On > Create Notify AdminCcs Transaction > 15 On Owner Change Notify Admincc TransactionCreate On > Owner Change Notify AdminCcs as Comment Owner Changed > 2 On Owner Change Notify Owner Disabled On Owner Change > Notify Owner Owner Changed > 18 On Owner Change Notify Requestor TransactionBatch > On Owner Change Notify Requestors Owner Changed > 10 On Resolve Notify Requestors TransactionBatch On > Resolve Notify Owner, Requestors, Ccs and AdminCcs Resolved > 11 On transaction, add any tags in the transaction's subject to > the ticket's subject TransactionCreate On Transaction Extract > Subject Tag Blank > (Check box to delete) > I've looked at the mysql settings/tables. I've looked at the logs, and am trying to see where in the code it is asking to send all these emails. There is a section where it prevents sending emails to blacklisted addresses. It would be nice if it prevented duplicates. I haven't used perl in a while, so haven't been able to modify. Sandra
