Hello List,
I want to implement a feature that allows you on resolving a ticket to choose
if you want to send a resolved-email.
I was looking around and found in the WIKI a howto to use Transaction Custom
Fields, but it has drawbacks:
* you see the fields on every transaction
* for it to work you HAVE to create a final resolve-comment because it won't
record a transaction if you do not enter one, and there is this behavior of RT
that you cannot use transaction custom fields in scripts, so you need a
completed transaction beforehand (Is this right?)
Another solution I could think of would be to add a new state, like resolved
and resolvedSilent, but this is very ugly:
* first I do not know if the core depends on resolved as a final state anywhere
* second you have to be aware of this when creating reports
* third and foremost, resolved is a single-state, it shouldn't be misused to
represent a Flow-decision.
To implement it like, for example, the working hours which you can set at
resolve-time, would be to much work for me especially as I do not know squad
about the internals of RT and it would take a time to learn it ...
Has anyone else a solution which would fit fine and does not confuse my users?
thanks for your time,
best
Raimund
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