Need custom condition for Reply on resolve

RT Users
1

Dear All

Could you please help me to create a custom condition for Reply on resolve?

When
user resolve a ticket with reply option, requester gets two mails. One
is reply and other is Auto reply for closing ticket. Is it possible
merge and send two mails? How can i avoid two mails when user select
reply option on resolve than comment.

I am using RT 3.8 on debian lenny

Thanks in advance

praveen
Windows 7: Simplify what you do everyday. Find the right PC for you.

2

Praveen Velu wrote:

Dear All

Could you please help me to create a custom condition for Reply on resolve?

When user resolve a ticket with reply option, requester gets two mails.
One is reply and other is Auto reply for closing ticket. Is it possible
merge and send two mails? How can i avoid two mails when user select
reply option on resolve than comment.

It could be different in 3.8, but in 3.6, if you look at the default

scrips associated with your query, you will notice there is one entry
(scrip #10?) to handle what happens after a ticket is closed. I have had
its Action defined as “Notify Requestors” before, but told it to do
nothing instead; requester now only get a reply (if support staff says
something before closing ticket). You can also write your own action to
do whatever you want there.