Correspondence and Resolved

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Hi there,
we have templates for Correspondence and Resolved, as I guess most
people around here.

The Correspondence template is activated whenever there is a message
sent, whereas the Resolved is sent when the status is changed to
“Resolved”.

If I resolve a ticket by adding a message (and selecting “Reply to the
user” rather than commenting), both templates are triggered, so the
user receives a first message with the reply, and a second message
with the “Job closed” message.

The question is: is there any way to intercept this situation and send
just one message?

Thanks,
Giuseppe


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Yes. With transaction batch staged scrip. You can find an example on the
wiki.

Ruslan from phone.

написал:

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Ah, that’s exactly what I was after!
Many thanks,
GiuseppeOn 29/03/12 15:38, Ruslan Zakirov wrote:

Yes. With transaction batch staged scrip. You can find an example
on the wiki.

Ruslan from phone.

29.03.2012 16:46 пользователь “Giuseppe Sollazzo”
<gsollazz@sgul.ac.uk mailto:gsollazz@sgul.ac.uk> написал:

Hi there, we have templates for Correspondence and Resolved, as I
guess most people around here.

The Correspondence template is activated whenever there is a
message sent, whereas the Resolved is sent when the status is
changed to “Resolved”.

If I resolve a ticket by adding a message (and selecting “Reply to
the user” rather than commenting), both templates are triggered, so
the user receives a first message with the reply, and a second
message with the “Job closed” message.

The question is: is there any way to intercept this situation and
send just one message?

Thanks, Giuseppe


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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