OK thanks Mike.
I’m new to RT. I presume correspondence means sending an automated email to the customer?
There are two types of response. Comment and Correspond. Correspond is
also known as Reply.
Take a look at the Global Scrips to get a feel for the difference. On
correspondence an e-mail is sent to the requestor (customer). On
comment, it’s only sent to AdminCCs etc.
Have a read through the O’Reilly RT Essentials book - it’s all covered.
Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
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