Or create a custom field which you set to a boolean value (yes/no, 1/0, or something like that) and base your on resolve condition based on that. That way your status independent.
2013/4/9 Kenneth Crocker <[email protected]> > Rob, > > You could modify your "notify XX on Resolve" scrip to stop if the new > status value is resolve and the old one was new, unless you also open the > ticket and then assign it. You have to consider what state the ticket is > "ALWAYS" in when you assign/resolve it. Then use that condition in your > scrip. > > Kenn > > > On Mon, Apr 8, 2013 at 8:05 AM, Rob Lister <[email protected]> wrote: > >> >> Hello, >> >> Is there a way to modify the Templates/Scrip so that when a ticket is >> Assigned and Resolved at the same time, the "This ticket has been assigned >> to you" e-mail is not sent to the assigned user? >> >> In our case we have users that reply via e-mail and don't use the web >> interface very often, every so often I go through and assign/resolve any >> outstanding tickets, and the notifications can lead to confusion. >> >> (I did try to a script that allows assign/close via e-mail, but I couldn't >> get it to work...) >> >> On RT 3.8.8 >> >> >> Thanks, >> >> >> Rob >> >> > -- Bart G.
