Thank you for this opportunity. I am new to RT and searching for information or example on creating an RT auto-response email if there is particular wording in the body of an email/ticket. Here is my thought process of what I know about particular emails we want to send a basic response to:
Email is received in RT 5
IF ticket is from a particular email address:
->SEARCH email body for a particular value
IF particular value is found:
->Send (automatically) a Canned Response email to sender in Reply-To field
Else do not send an email but add email/ticket to “Unowned Tickets” Queues
Some form of this automation has got to be somewhere, I imagine.
Thanks in advance.