Info about REJECTED status notification

RT Users
1

When I reject a ticket, the requestor only receives an e-mail with

And inside the body what I decided to write + the original reference

I think it would be useful to have for example the word REJECTED
inserted into the subject line for more clarification to the user,
before opening the e-mail itself?

I tried to apply a scrip/template for this using as a referene what is
done for RESOLVED state, but it seems I have to create a user Defined
condition…
Any hints?

Gianluca

2

I can’t remember what transaction type it is so you will have to figure that
out (docs)

but here is what I use for another thing and you should be able to use as a
conditionnal statement

if (($self->TransactionObj->Type eq “Type i can’t remember”) and
($self->TicketObj->Status eq “rejected”)) {
return(1);
} else {
return(undef);
}

Make a special script for this one and modify the model so it says REJECTED
in the subject line…On 10/10/07, Gianluca Cecchi gcecchi@peviani.it wrote:

When I reject a ticket, the requestor only receives an e-mail with

Subject: [Peviani #72] problem with printer

And inside the body what I decided to write + the original reference

I think it would be useful to have for example the word REJECTED inserted
into the subject line for more clarification to the user, before opening the
e-mail itself?

I tried to apply a scrip/template for this using as a referene what is
done for RESOLVED state, but it seems I have to create a user Defined
condition……

Any hints?

Gianluca

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