Thanks Ken, I have it working now. I also found http://wiki-archive.bestpractical.com/view/CustomConditionSnippets which was very helpful - it actually has a specific example for what I'm trying to do. I have a couple of questions too... but first the answer:
============================ Condition: UserDefined Action: NotifyRequestors Template: MyTemplate Stage: TransactionCreate Custom Condition: my $Ticket = $self->TicketObj; # We want the Request Feedback CF my $TicketType = $Ticket->FirstCustomFieldValue('RequestFeedback'); # We want resolved status return 0 unless $Ticket->Status eq "resolved"; # and... we want the CF to be Y return 0 unless $TicketType eq 'Y'; return 1; ============================ I tried a lot of different variations on the theme, along the lines of: return 0 if $cf->$self->TicketObj->FirstCustomFieldValue("RequestFeedback") eq "N"; return 0 unless $cf->$self->TicketObj->FirstCustomFieldValue("RequestFeedback") eq "Y" return 0 unless $cf->$self->TicketObj->FirstCustomFieldValue('RequestFeedback') eq "Y" but these didn't return anything. I assume there's a problem with my syntax or how I'm referring to objects but couldn't work it out... luckily the page linked above has an example that has exactly what I'm after! In this case the scrip triggers if the ticket is reopened, then resolved again - for us this is OK but for others they might want to only trigger this condition the first time a ticket is resolved. I think you would need to use another CF to record the result of the transaction in this case (i.e. if successful then set CF-SentFeedbackRequest="y" or similar) and add an appropriate condition to check above... but for us it's not required. Thanks! -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012