Hi, I’m using RT4.4 (I’m pretty new to it), and I’m trying to send two different notices depending on the ticket status being set. I have a scrip that sends one message if a ticket is set to closed, but we have a custom status named closed_waiting for which I need a different notice to be sent. I’ve created a new scrip for this, but at best I get when setting a ticket to be closed_waiting is that both notices are sent, or at worst just the closed status and not the closed_waiting notice. Has anybody else successfully done this? I’m clearly misunderstanding the logic somewhere.
I’ve got the 2 scrips set up as follows:
Description: On Resolve Notify Requestors
Condition: On Close
Action: Notify Requestors
Template: Resolved in HTML
Custom condition:
my $txn = $self->TransactionObj;
my $type = $txn->Type;
return 0 unless $type eq “Status”
|| ( $type eq ‘Set’ && $txn->Field eq ‘Status’);
return 1 unless $txn->NewValue eq “closed_waiting”;
return 0;
Description: On close waiting
Condition: On Close waiting
Action: User Defined
Template: Closed Waiting
Custom condition:
my $txn = $self->TransactionObj;
my $type = $txn->Type;
return 0 unless $type eq “Status”
|| ( $type eq ‘Set’ && $txn->Field eq ‘Status’);
return 0 unless $txn->NewValue eq “closed_waiting”;
return 1;
I’ve also got a custom condition configured as:
Name: On Close Waiting
Description: Whenever status changes to closed waiting
ConditionModule: StatusChange
Parameters to Pass:
Applicable Transaction Types: Status, Set
Many thanks for any advice you might be able to give.