On Mon, Jun 11, 2012 at 09:18:45AM +0200, Kamil Gmyrek wrote: > On 09.06.2012 10:52, Ruslan Zakirov wrote: > >Failed how? What have you tried? You are in right direction. You can use > >custom condition instead of modifying action. > > > Found a solution. I don't remember what I did before but now it > works how I wanted to work. > > How can I use a custom condition to achieve this? > > > my $next = $ticket->FirstActiveStatus; > return 1 unless defined $next; > return 1 if $self->TicketObj->Status eq 'in progress'; > > # no change if the ticket is in initial status and the message > is a mail > # from a requestor
You write a User Defined condition on your scrip that checks, is this Transaction a correspondence and is the ticket currently in 'in progress'. That way you don't have to edit RT's source. -kevin
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