Re: [rt-users] Silent Assign and Resolve
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 r...@lonap.net 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
Re: [rt-users] Silent Assign and Resolve
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 kenn.croc...@gmail.com 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 r...@lonap.net 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.
Re: [rt-users] Silent Assign and Resolve
Yes, I understand that this is possible... just not how to actually do it. Any good examples / snippets that I can look at? Everything I've tried to far doesn't seem to work. Thanks, Rob -- Robert Lister On 9 Apr 2013, at 07:02, Kenneth Crocker kenn.croc...@gmail.com wrote: 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
