Okay,
Currently, if a requestor responds to a ticket, the correspondence is added to the current ticket and a response is sent to the requestor saying that the correspondence was added… That’s perfect… This is the scrip:
OnCorrespond AutoreplyToRequestors with template Correspondence
Now, when an rt-user makes correspondence with the requestor the same template is used. Is there a way to differentiate so that a different template is used when an rt-user “reply’s to requestor.” I would rather that the content of the message be a little different.
Thanks,
Jamie