Creating new tickets to go *out* to customers

Hi - I’m sorry to be so needy this week - these are all things that
have been ongoing but I never had a forum before to bring our
questions to. This is the last one (this week) - I promise!

Is there any way to create a new ticket such that it is an outgoing
email to a customer, but have the customer be the requester, and
not a “cc:”, in one step?

Right now we either have to make the customer be a cc:
(problematic as then they become watchers, and so we can’t write
confidential comments to the ticket), or we have to do a two step
process - create the ticket with customer as requestor, then reply
to it to get the email out to the customer (because when we make
the customer the requestor, they don’t receive any ticket body upon
the first submit, no matter what we try).

Thanks to anybody who can help!

Anne

Is there any way to create a new ticket such that it is an outgoing
email to a customer, but have the customer be the requester, and
not a “cc:”, in one step?

Right now we either have to make the customer be a cc:
(problematic as then they become watchers, and so we can’t write
confidential comments to the ticket), or we have to do a two step
process - create the ticket with customer as requestor, then reply
to it to get the email out to the customer (because when we make
the customer the requestor, they don’t receive any ticket body upon
the first submit, no matter what we try).

This last is what we do, but we have had to add to the default scrips to
get this email to be sent to the requestor.

You need:

OnCreate NotifyRequestor with Correspondance

or something like it. The filter in Notify which prevents the creator
from getting a copy of their own replies will stop this doing anything in
the usual case where the creator is the requestor (incoming emails).

Then you can change the requestor on the ticket creation form and it will
behave as desired.

John

Anne P. Mitchell, Esq. wrote:

to it to get the email out to the customer (because when we make
the customer the requestor, they don’t receive any ticket body upon
the first submit, no matter what we try).

Do you have an OnCreate AutoreplyToRequestors scrip?
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