Default Script used in Reply

Which script and template is used when replying thru the Reply link in
the ticket history? The template which includes all correspondence up
to that point.

Thank you,
Kamber Dalal


Depends on the type of reply. There is the Reply (reply button) that is 

basically the initiation of an E_mail and a scrip will control who gets
it. Then, there is the RT transaction reply that is initiated if you
have a scrip to do so, like the RT reply initiated when a ticket is
created if there is an “on create” scrip in place. Then you have to
consider the application which is either global or Queue by Queue. You
need to be a bit more specific.


Dalal, Kamber Z (Kamber) wrote: