I have put together a scrip that resolves ticket when body contains the "key words" thanks to prior help from the list (http://www.gossamer-threads.com/lists/rt/users/89976?#89976)
I have found a problem that I did not anticipate, and can not figure out how to solve. The scrip works as expected, as long as the ticket is open or new. If the ticket is stalled (or pending, we use both) then it appears as though the Global "On Correspond Open Tickets" is firing off AFTER my "Resolve by Email" noted in the earlier thread. So the end result is the ticket is Resolved, and then Opened all with the same correspondence. I can not figure out how to overcome this problem. Hoping someone on the list has some ideas for me. -- http://www.wikiak.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
