Anyway to make comments wrote:

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.
Kind Regards,

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England