How to send a resolved message but not a status changed message?

RT Users
1

Hi all, again.

Another quick question. Is there any way to make it so that rt2 will only
send status messages when the status of a ticket changes EXCEPT when the
ticket is resolved? It’d be nice if the rt2 could send just one email, the
"resolved" one, not the status changed one as well.

Thanks.

-GS

2

On Thu, Oct 10, 2002 at 11:48:21PM +1000,
Gonzalo Servat gonzalo@linuxaus.com is thought to have said:

Another quick question. Is there any way to make it so that rt2 will only
send status messages when the status of a ticket changes EXCEPT when the
ticket is resolved? It’d be nice if the rt2 could send just one email, the
“resolved” one, not the status changed one as well.

You can do this with Scrips. Presumably you have one now which acts on the
OnStatus condition. If you use the OnResolve condition then you’ll only get
mail sent when the status changes to resolved.

Tabor J. Wells rt@fsckit.net
Fsck It! Just another victim of the ambient morality

3

Tabor J. Wells wrote:

You can do this with Scrips. Presumably you have one now
which acts on the OnStatus condition. If you use the
OnResolve condition then you’ll only get mail sent when the
status changes to resolved.

Hi Tabor

Thanks for your reply.

This is how I have it setup right now and when the status changes to
resolved, the requestor gets sent 2 emails. One status changed email and
one resolved e-mail. If the status changes to open/stalled/etc, I would
like to send the normal status changed message but if the status is
resolved I’d like to send only the resolved email.

Any ideas?

-GS