Reminders are setting off one of my OnCreate Scrips

Hello,

So I have queue “turnup” that has a scrip OnCreate>NotifyCCs. I just
started playing around with Reminders. They create a new ticket in that
queue, but oddly enough, don’t show up in the RT at a Glance
SavedSearch, where they actually should according to my parameters
(Queue= Turnup AND Status NOT Resolved.) Which is fine because I don’t
want them there. The problem is that my CCs are getting emailed
something that is totally unrelated to what the Template was created for
ie. notifying my CCs of a new customer for Turnup. I only want the
Owner of the reminder to receive an email. Is there any was around this
issue? I can’t seem to find anything related in the archives. BTW,
this is my first post here.

Running RT 3.8.2

Sincerely,

Kyle McKinley
Network Operations
123Net
Direct: 248.228.8207
Fax: 248.264.2805
kjm@123.net

On Fri, 04 Dec 2009 12:53:00 -0500, “Kyle McKinley” kjm@123.net said:

So I have queue “turnup” that has a scrip OnCreate>NotifyCCs. I just
started playing around with Reminders. They create a new ticket in that
queue, but oddly enough, don’t show up in the RT at a Glance
SavedSearch, where they actually should according to my parameters
(Queue= Turnup AND Status NOT Resolved.) Which is fine because I don’t
want them there. The problem is that my CCs are getting emailed
something that is totally unrelated to what the Template was created for
ie. notifying my CCs of a new customer for Turnup. I only want the
Owner of the reminder to receive an email. Is there any was around this
issue? I can’t seem to find anything related in the archives. BTW,
this is my first post here.

So, you want CCs to be notified when a normal ticket is created, but not
when a reminder is created?
I think you’ll need to set a custom condition for the OnCreate NotifyCCs
scrip, something that will trigger when the transaction type is Create
and the ticket type is not reminder.

I’m-not-yet-fully-awake-so-check-my-work-first maybe-working code
follows:
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
return 0 unless $trans->Type == ‘Create’;
return 0 unless $ticket->Type != ‘reminder’;
return 1;

Nick,

That seems to have done the trick. I didn’t realize that their were
ticket “types.” Thanks for the quick response!

Sincerely,

Kyle McKinley
Network Operations
123Net
Direct: 248.228.8207
Fax: 248.264.2805
kjm@123.net

Nick Kartsioukas wrote: