Hi, I'm trying to implement a system so that if a custom field is set to "Y", then the system will send an email (specified by a template) to the requestor. If the CF is "N" or blank then it will not send, and will simply resolve the ticket. I've borrowed from several other sources such as http://lists.bestpractical.com/pipermail/rt-users/2010-April/064498.html and http://tpokorra.blogspot.com.au/2009/01/request-tracker-scrip-that-involves.html but my end goal is a little different.
I've tried various combinations of things that I'll describe in more detail below, but the short version is that I cannot get it to correctly send when CF=Y and not send when CF=N. So far I have: - Created a template for the email (this part works OK - it looks correct when I test it) - Have created a scrip as follows on a test internal queue... Description:SendFeedbackOnResolve Condition: On Resolve Action: AutoReply to Requestors Template: MyCustomTemplate Stage: TransactionCreate Custom Condition: my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; if ($trans->Type eq 'CustomField') {my $cf = new RT::CustomField($RT::SystemUser); $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "RequestFeedback"); return 0 unless $cf->id; if ($trans->Field == $cf->id && $trans->NewValue eq "Y") { return 1; } } return 0; ============== This custom condition sends the email in every circumstance. If I add Custom action preparation code: return 1; it does not appear to change the behaviour If I add Custom action cleanup code: return 1/0; it modifies the behaviour as follows: 1 --> sends email 0 --> doesn't send email If I move that code to the action clean code block it always sends a message. I've also tried with TransactionBatch instead of create, and action "NotifyRequestors" but with no success. Help! As you may have guessed I'm not a coder, so I've instead tried to work through permutations to see how changing things impacts the result... unfortunately none of it as desired :/ One thing that occured to me (but I don't know how to do) is to change the action to "User Defined" and then if the conditions are met, to trigger an auto-reply with the desired template BUT I don't know how to do this... Thanks in advance, Chris -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012