Jeff, OK. Here's what you do:
Create a Template called "Notify Parents on Resolve". The Template should have code similar to this (loop thru all parents and add the Emailaddress of the ticket owner to the "To:" line in the Template) at the top (test the code to correct my mistakes): To: {my $parent = $Ticket->MemberOf;); my $OUTPUT; while ( my $value = $parent->Next ) { $OUTPUT .= $value->OwnerObj->EmailAddress; $OUTPUT .= "<---\n"; } $OUTPUT; } Subject: This Child Ticket has been Resolved Then create a scrip titled "Notify Parents of Resolved Child". The code should be like this: # Condition: User Defined # Action: Notify Others ("To:" address built by template code in template below) # Template: Global template: Notify Parents of Resolved Child # Stage: TransactionBatch #---------------------------------------------------------------------------- # Custom condition: #---------------------------------------------------------------------------- # Set initial values my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $MemberOf = $ticket->MemberOf; # # Check for value change on Ticket Status # return ($self->TransactionObj->Type eq "Status" && $self->TransactionObj->NewValue eq "resolved" && $MemberOf); #---------------------------------------------------------------------------- # Custom action preparation code: None #---------------------------------------------------------------------------- #---------------------------------------------------------------------------- # Custom action clean-up code: None #---------------------------------------------------------------------------- Anyway, I just whipped this up and you should verify all the code. The thing is you want to set a condition that tests that the ticket is being resolved and it is a child. The template should have code that replaces the "To:" address with the email address of the owner for any parent above and that way all parents, grandparents, etc get an email saying that a child ticket has been resolved. My code may be off but the mechanics should be correct. Hope this helps. Kenn On Tue, Jun 5, 2012 at 2:48 PM, Jeff Blaine <jbla...@kickflop.net> wrote: > On 6/5/2012 5:29 PM, Thomas Sibley wrote: > > Thanks Thomas > > > Think about it this way. Make your Condition custom "On Resolve + Has >> Parents" >> > > Right. > > > Then use a standard Notify* action and set the Template on the scrip. >> > > The goal is: On resolve of a child ticket, notify *each parent > tickets' owner* that the child was resolved. > > There is no "standard Notify* action" for "Owners of parent > tickets", so I'm confused by what you mean there. > > You also said "the Template". Are you suggesting that I write > the logic into a new custom template and force the "To:" > field there? Or did you intend "the Template" to mean any > existing template of my choice. > > I really don't follow you due to terseness, though I am certainly > not looking for anyone to provide the code either. >