On resolve and correspondence only send one e-mail?

RT Users
1

I’m pretty sure there’s no perfect way to do it but I thought I’d ask
the rt-users for any ideas.

I have two separate scrips set up to notify requestors on a
correspondence and when status is change to resolve. Here’s the
scenario I’d like to have:

On Resolve and:

        Comment added: Automated resolve message sent to requestors

        Correspondence added: Automated resolve message sent to

requestors with correspondence added.

It seems like this is not possible because the correspondence
transaction is handled before the status change, so there is not way to
stop the execution of the correspondence scrip since the resolve status
change has not happened yet. The only thing I can think of doing is
stopping the automated resolve message but then there is no way to
automatically let the requestors know the ticket is resolved without
sending a second e-mail.

Any ideas?

-=Kevin=-

2

I found the answer to my own question. Use TransactionBatch.

-=Kevin=-From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of O’Brien,
Kevin
Sent: Sunday, August 21, 2005 6:59 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] On resolve and correspondence only send one e-mail?

I’m pretty sure there’s no perfect way to do it but I thought I’d ask
the rt-users for any ideas.

I have two separate scrips set up to notify requestors on a
correspondence and when status is change to resolve. Here’s the
scenario I’d like to have:

On Resolve and:

        Comment added: Automated resolve message sent to requestors

        Correspondence added: Automated resolve message sent to

requestors with correspondence added.

It seems like this is not possible because the correspondence
transaction is handled before the status change, so there is not way to
stop the execution of the correspondence scrip since the resolve status
change has not happened yet. The only thing I can think of doing is
stopping the automated resolve message but then there is no way to
automatically let the requestors know the ticket is resolved without
sending a second e-mail.

Any ideas?

-=Kevin=-

3

Hello Kevin,

–Am 22. August 2005 08:54:04 -0700 schrieb “O’Brien, Kevin”
Kevin.OBrien@sonyconnect.com:

I found the answer to my own question. Use TransactionBatch.

please can you share your solution. I tried on my own long time ago and did
not complete it.

Regards,
Dirk.

Dr. Dirk Pape (Projektleitung Campus Management)
Fachbereich Mathematik und Informatik der FU Berlin
Grunewaldstr. 34a, 14195 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654

4

I thought I had until I just realized that just clicking the Update.html
link (Reply, Resolve, Comment) it triggers any On Correspond scrip I
have. It appears that every time Update.html is called it creates a
Comment or Correspond transaction and is immediately deleted from the
database. So when I turn on TransactionBatch for On Correspond (or On
Comment) those scrips are triggered.

Two questions for everyone:

  1. Why does loading Update.html create a Correspond or Comment
    transaction?
  2. Is there anyway around this behavior?

-=Kevin=-

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Dirk PapeSent: Monday, August 22, 2005 11:09 PM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] On resolve and correspondence only send one
e-mail?

Hello Kevin,

–Am 22. August 2005 08:54:04 -0700 schrieb “O’Brien, Kevin”
Kevin.OBrien@sonyconnect.com:

I found the answer to my own question. Use TransactionBatch.

please can you share your solution. I tried on my own long time ago and
did
not complete it.

Regards,
Dirk.

Dr. Dirk Pape (Projektleitung Campus Management)
Fachbereich Mathematik und Informatik der FU Berlin
Grunewaldstr. 34a, 14195 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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