How to NOT send any mail on close

Hi,

my users are asking for an option to NOT send mails when they close a ticket.

They want that the ticket is opened again if someone responds to a closed ticket, but if it’s only a mail like: thank you! they want to be able to close it again without notification, currently the your ticket is closed message gets sent.

How is the easiest and best way (upgrade-persisten) to achieve this?

I looked around in the wiki and searched but did not find anything related …

thank you,
best regards

RunSolutions
Open Source It Consulting
Email: rs@runsolutions.com

Parc Bit - Centro Empresarial Son Espanyol
Edificio Estel - Local 3D
07121 - Palma de Mallorca
Baleares

Hi there,

I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce

Hope this helps
Nik

I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce

This is the opposite of what was asked for.

If given the ACLs, your users can squelch the outgoing message on resolve.
This is a two step process in current versions of RT, though you might be
able to simplify that with a Scrip (tweak On Correspond to bail if new status
is Resolved). Also, I seem to recall reading in the 3.8.8 changes that squelch
will now be a simple check box in the transaction editor.
Cambridge Energy Alliance: Save money. Save the planet.

Hello Nik, Jerrad

Thanks for your answers, I did not find the OnResolveOnce wiki page in my search.

Jerrad, can you please explain me what in this context “squelch” means? Sorry but I have no clue what this is doing :slight_smile:

But “Squelch de outgoing message on resolve” has a nice ring to it, I think that it is what I need … If I would understand it :slight_smile:

thanks again,
best
Ray

Message: 5Date: Wed, 5 May 2010 11:50:35 -0400
From: Jerrad Pierce jpierce@cambridgeenergyalliance.org
To: n.chrysandreas@albourne.com
Cc: rt-users@lists.bestpractical.com, Raimund Sacherer
rs@runsolutions.com
Subject: Re: [rt-users] How to NOT send any mail on close
Message-ID:
n2tbe7163f1005050850lc9470466g85de85abbc01b551@mail.gmail.com
Content-Type: text/plain; charset=ISO-8859-1

I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce

This is the opposite of what was asked for.

If given the ACLs, your users can squelch the outgoing message on resolve.
This is a two step process in current versions of RT, though you might be
able to simplify that with a Scrip (tweak On Correspond to bail if new status
is Resolved). Also, I seem to recall reading in the 3.8.8 changes that squelch
will now be a simple check box in the transaction editor.
Cambridge Energy Alliance: Save money. Save the planet.

RT-Users mailing list
RT-Users@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

End of RT-Users Digest, Vol 74, Issue 7

Hello Jerrad,

Just found out the wiki page regarding squelch, but How would I integrate this in a scrip so users can turn it off for an individual ticket on resolv?

AFAIK I can not use transaction Variables because they are not available in the scrip at that point and Customfields would be shown everywhere, which I also do not want.

Can you give me any pointers on how to do it?

Thanks
Ray

RunSolutions
Open Source It Consulting
Email: rs@runsolutions.com

Parc Bit - Centro Empresarial Son Espanyol
Edificio Estel - Local 3D
07121 - Palma de Mallorca
BalearesDe: “Jerrad Pierce” jpierce@cambridgeenergyalliance.org
Para: “n chrysandreas” n.chrysandreas@albourne.com
CC: “Raimund Sacherer” rs@runsolutions.com, rt-users@lists.bestpractical.com
Enviados: Miércoles, 5 de Mayo 2010 17:50:35
Asunto: Re: [rt-users] How to NOT send any mail on close

I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce

This is the opposite of what was asked for.

If given the ACLs, your users can squelch the outgoing message on resolve.
This is a two step process in current versions of RT, though you might be
able to simplify that with a Scrip (tweak On Correspond to bail if new status
is Resolved). Also, I seem to recall reading in the 3.8.8 changes that squelch
will now be a simple check box in the transaction editor.
Cambridge Energy Alliance: Save money. Save the planet.

Hello Jerrad,

Just found out the wiki page regarding squelch, but How would I integrate this in a scrip so users can turn it off for an individual ticket on resolv?

You don’t. RT already handles it in Update.html

Cambridge Energy Alliance: Save money. Save the planet.

Hi Jerrad,

Ok, I checked the code to Update.html, i checked the wikipage: http://wiki.bestpractical.com/view/SuppressOutgoingMail

and checked all the ACL’s I can set, I did not find anything regarding the squelch, or That I should be able to suppress the mails at the resolve-transaction. Can you please be more specific as to how this is supposed to work and what steps I have to take care of so my users can decide when the Email will be sent?

Thank you for your help,
best
Ray

RunSolutions
Open Source It Consulting
Email: rs@runsolutions.com

Parc Bit - Centro Empresarial Son Espanyol
Edificio Estel - Local 3D
07121 - Palma de Mallorca
BalearesDe: “Jerrad Pierce” jpierce@cambridgeenergyalliance.org
Para: “n chrysandreas” n.chrysandreas@albourne.com
CC: “Raimund Sacherer” rs@runsolutions.com, rt-users@lists.bestpractical.com
Enviados: Miércoles, 5 de Mayo 2010 17:50:35
Asunto: Re: [rt-users] How to NOT send any mail on close

I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce

This is the opposite of what was asked for.

If given the ACLs, your users can squelch the outgoing message on resolve.
This is a two step process in current versions of RT, though you might be
able to simplify that with a Scrip (tweak On Correspond to bail if new status
is Resolved). Also, I seem to recall reading in the 3.8.8 changes that squelch
will now be a simple check box in the transaction editor.
Cambridge Energy Alliance: Save money. Save the planet.

Hello Jerrad, List

I guess I do not seem to get it, I even installed 3.8.8, but on Updating a Ticket, I have no checkbox to not send emails.
I grepped the source for squelch and silent and other stuff, but I can not figure out how this is supposed to work
/opt/rt3/RT_Config.pm has nothing on squelch either.
I checked the rights but did not find one that seems appropriate

and root, which should have any right, does not show me another option as well …

What I get when trying to resolve a ticket is, below in the element “Scrips and Recipients”:

— snip —
Messages about this ticket will not be sent to…

(Check boxes to enable notifications to the listed recipients)

— snip —

but there are no checkboxes! to select from.

I would be really happy if someone could enlighten me on How this is supposed to work, the only thing I want is that for a given transaction the user can say: Don’t send any mesage.

Thanks and Best regards
Raimund

RunSolutions
Open Source It Consulting
Email: rs@runsolutions.com

Parc Bit - Centro Empresarial Son Espanyol
Edificio Estel - Local 3D
07121 - Palma de Mallorca
BalearesDe: “Jerrad Pierce” jpierce@cambridgeenergyalliance.org
Para: “Raimund Sacherer” rs@runsolutions.com
CC: rt-users@lists.bestpractical.com
Enviados: Jueves, 6 de Mayo 2010 15:51:45
Asunto: Re: [rt-users] How to NOT send any mail on close

Hello Jerrad,

Just found out the wiki page regarding squelch, but How would I integrate this in a scrip so users can turn it off for an individual ticket on resolv?

You don’t. RT already handles it in Update.html

Cambridge Energy Alliance: Save money. Save the planet.

You need ShowOutgoingEmail, which you have (otherwise the box is hidden)

(Check boxes to enable notifications to the listed recipients)

— snip —

but there are no checkboxes! to select from.
That would imply you have no scrips which are triggered by the action
you are doing.

The code for the box is a bit hairy, and lives in
/Tickets/Elements/PreviewScrips, but you should not need to touch it.

Cambridge Energy Alliance: Save money. Save the planet.