On Comment Notify AdminCcs as Comment Unless Resolved

RT Users
1

Hello,

I’ve been banging my head on this for days… searched the lists high and
low… and I finally give up.

Here’s what I’m trying to do:

I’d like to have the final “resolve comment” not be sent out. However, I
don’t want to break the built-in functionality of the “On Comment Notify
AdminCcs as Comment”.

Basically, I need a “On Comment Notify AdminCcs as Comment Unless Resolved”.

I have two custom scrips that will notify the Owner and Requestor already.
(I use the method shown here:
Carbon60: Cloud Consulting - Services and Solutions to pull the final
comment into the email to the Requestor.)

I know this is probably just a matter of setting a custom condition… but I
just can’t seem to get the syntax right! (I’ve tried pretty much every
combination I can think of, using this:
CustomConditionSnippets - Request Tracker Wiki and RT Essentials
as a guide.) I feel like I’m close… but I’m just missing that one little
thing…

My best guess:

Description: On Comment Notify AdminCcs as Comment Unless Resolved
Condition: User Defined
Action:Notify AdminCcs as Comment
Template: Global Template: Admin Comment
Stage: TransactionCreate

Custom Condition:
if ( $self->TransactionObj->Type eq “Comment”
&& $self->TransactionObj->Field eq “Status”
&& $self->TransactionObj->NewValue eq “resolved” )
{
return 0;
} else {
return 1;
}

Oh, mighty RT guru’s… can someone help a guy out?

Thanks,
Bill

2

Bill,

Why not just edit your “resolved” template to just include certain ticket
info and no comments?

Kenn
LBNLOn Thu, Apr 29, 2010 at 7:59 PM, Bill Galeckas bill93@gmail.com wrote:

Hello,

I’ve been banging my head on this for days… searched the lists high and
low… and I finally give up.

Here’s what I’m trying to do:

I’d like to have the final “resolve comment” not be sent out. However, I
don’t want to break the built-in functionality of the “On Comment Notify
AdminCcs as Comment”.

Basically, I need a “On Comment Notify AdminCcs as Comment Unless
Resolved”.

I have two custom scrips that will notify the Owner and Requestor already.
(I use the method shown here:
Carbon60: Managed Cloud Services to pull the
final comment into the email to the Requestor.)

I know this is probably just a matter of setting a custom condition… but
I just can’t seem to get the syntax right! (I’ve tried pretty much every
combination I can think of, using this:
CustomConditionSnippets - Request Tracker Wiki and RT
Essentials as a guide.) I feel like I’m close… but I’m just missing that
one little thing…

My best guess:

Description: On Comment Notify AdminCcs as Comment Unless Resolved
Condition: User Defined
Action:Notify AdminCcs as Comment
Template: Global Template: Admin Comment
Stage: TransactionCreate

Custom Condition:
if ( $self->TransactionObj->Type eq “Comment”
&& $self->TransactionObj->Field eq “Status”
&& $self->TransactionObj->NewValue eq “resolved” )
{
return 0;
} else {
return 1;
}

Oh, mighty RT guru’s… can someone help a guy out?

Thanks,
Bill

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3

A blank/null template will have the effect of no email being sent.

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