Temporary "Silent" Resolve


#1

I have a requester that has sent us tickets via his RT. Our RT and his
RT entered a battle where we resolved the ticket, an email is sent, they
resolved their ticket, which sent an email that reopened our ticket, we
resolve, email is sent, they resolve their re-opened ticket, email is
sent and reopens our ticket.

I was curious if there was a way to resolve this ticket without sending
a resolve email. I was hoping for a solution that didn’t involve me
removing that scrip and then re-entering the scrip when I’m done
resolving.

I’m using rt 3.6.6. Sorry, I’d provide more configuration info, but I
received an error when I tried the system configuration status page in
RT. Joy, nothing like finding something to fix while you are trying to
fix something else.

Cory


#2

Cory,

We use a custom field to designate whether or not a resolve
notice should be sent. If it is set to “No”, the scrip does
not send the E-mail. It works well and is easy to setup.

KenOn Mon, Jun 02, 2008 at 12:40:35PM -0500, Cory Berry wrote:

I have a requester that has sent us tickets via his RT. Our RT and his
RT entered a battle where we resolved the ticket, an email is sent, they
resolved their ticket, which sent an email that reopened our ticket, we
resolve, email is sent, they resolve their re-opened ticket, email is
sent and reopens our ticket.

I was curious if there was a way to resolve this ticket without sending
a resolve email. I was hoping for a solution that didn’t involve me
removing that scrip and then re-entering the scrip when I’m done
resolving.

I’m using rt 3.6.6. Sorry, I’d provide more configuration info, but I
received an error when I tried the system configuration status page in
RT. Joy, nothing like finding something to fix while you are trying to
fix something else.

Cory


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#3

Kenneth,

You might want to try to modify your "Resolved" scrip by making the 

condition “user-defined” and adding code to check the “To:” address or
"Requestor" or whatever data you can consistently use and if it matches
your condition, return 0. Hope this helps.

Kenn
LBNLOn 6/2/2008 12:24 PM, Kenneth Marshall wrote:

Cory,

We use a custom field to designate whether or not a resolve
notice should be sent. If it is set to “No”, the scrip does
not send the E-mail. It works well and is easy to setup.

Ken

On Mon, Jun 02, 2008 at 12:40:35PM -0500, Cory Berry wrote:

I have a requester that has sent us tickets via his RT. Our RT and his
RT entered a battle where we resolved the ticket, an email is sent, they
resolved their ticket, which sent an email that reopened our ticket, we
resolve, email is sent, they resolve their re-opened ticket, email is
sent and reopens our ticket.

I was curious if there was a way to resolve this ticket without sending
a resolve email. I was hoping for a solution that didn’t involve me
removing that scrip and then re-entering the scrip when I’m done
resolving.

I’m using rt 3.6.6. Sorry, I’d provide more configuration info, but I
received an error when I tried the system configuration status page in
RT. Joy, nothing like finding something to fix while you are trying to
fix something else.

Cory


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


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Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com


#4

We set it so the user only gets one resolved message via a custom
scrip…

Description: OnResolveOnce
Condition: User Defined
Action: Notify Requestors
Template: Whatever…

Custom condition:
my $result = undef;

if ($self->TransactionObj->Type eq “Status” &&
$self->TransactionObj->NewValue eq “resolved”) { my $trans_list =
$self->TicketObj->Transactions; my $trans; my $num_resolved = 0;

while ($trans = $trans_list->Next) { $num_resolved++ if ($trans->Ticket
== $self->TicketObj->Id) && ($trans->Type eq “Status”) &&
($trans->NewValue eq “resolved”); } $result = ($num_resolved <= 1); }

return($result);

Nate