Using RT 3.6.3rc4. What I want to do is send a comment to admin cc’s, but only if the comment is not part of a user closing/resolving a ticket. I have an “on resolve” script that includes all ticket history including all comments. How we typically resolve tickets is to use jumbo, then change the status to “resolved”, change the update type “reply to requesters”, then click save changes. With the scripts I have setup now, the admin cc’s get two emails. One for the comment, and one for the resolve. The problem is obviously my custom condition on the comment scrip. It looks like the ticket status if not yet “resolved” when the scrip fires, thus the comment is sent even though the user has set the status to resolved. Any comments or suggestions on a way around this behavior?
Here are the two global admin cc scrips.
Description: On Comment Admin CCs
Condition: On Comment
Action: Notify AdminCcs as Comment
Template: Global template: Admin Comment
Stage: TransactionCreate
Custom Condition:
{ return $self->TransactionObj->Type eq ‘comment’ &&
$self->TicketObj->Status ne ‘new’ &&
$self->TicketObj->Status ne ‘resolved’; }
Description: Notify adminccs on resolve
Condition: On Resolve
Action: Notify AdminCcs as Comment
Template: Global template: Resoolved Admin
Stage: TransactionCreate
Thanks,
Shannon
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Shannon, this is (literally) a textbook example of when to use
TransactionBatch instead of TransactionCreate. Within your scrip or
template you can parse through all of the components of the transaction
instead of firing on each one.
The Book has at least one example of using TransactionBatch and I think
there are probably a couple of examples in the wiki as well.
Gene
At 07:40 AM 6/13/2007, Shannon Adams wrote:
Using RT 3.6.3rc4. What I want to do is send a comment to admin cc’s, but
only if the comment is not part of a user closing/resolving a ticket. I
have an “on resolve” script that includes all ticket history including all
comments. How we typically resolve tickets is to use jumbo, then change
the status to “resolved”, change the update type “reply to requesters”,
then click save changes. With the scripts I have setup now, the admin
cc’s get two emails. One for the comment, and one for the resolve. The
problem is obviously my custom condition on the comment scrip. It looks
like the ticket status if not yet “resolved” when the scrip fires, thus
the comment is sent even though the user has set the status to
resolved. Any comments or suggestions on a way around this behavior?
Here are the two global admin cc scrips.
Description: On Comment Admin CCs
Condition: On Comment
Action: Notify AdminCcs as Comment
Template: Global template: Admin Comment
Stage: TransactionCreate
Custom Condition:
{ return $self->TransactionObj->Type eq ‘comment’ &&
$self->TicketObj->Status ne ‘new’ &&
$self->TicketObj->Status ne ‘resolved’; }
Description: Notify adminccs on resolve
Condition: On Resolve
Action: Notify AdminCcs as Comment
Template: Global template: Resoolved Admin
Stage: TransactionCreate
Thanks,
Shannon
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Gene LeDuc, GSEC
Security Analyst
San Diego State University