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I don’t have any useful suggestions
but I’d love to find a resolution to the “two emails” for
every resolution problem. Our users get two emails when we resolve their
tickets. (When we resolve tickets, the final message is sent as a “reply”
, never a comment, thus creating an email from an “on correspond, notify
requestor” scrip, and from the on resolve scrip. From:
[EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Marie Gellbäck I have been experimenting
with the TransactionBatch stage for a scrip to make sure that the requestor
only gets one email when his ticket is resolved. A resolve action results in
two transactions, a correspond and a status change transaction. I have defined
two different scrips, one that sends an email to the requestor when the RT user
chooses to send a reply and another scrip that sends a different email when the
ticket is resolved. Two avoid duplicate emails I tried to set the scrip for the
correspond action to use stage TransactionBatch and check in its custom
condition that the batch doesn’t contains a status change. Unfortunately
it doesn’t work. With the TransactionBatch stage an email is sent out
already when the RT user hits the Reply button. Does anyone know how to get
around this? Best regards Marie Gellbäck Developer |
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