Greetings all.
What I’m trying to do is this. We want the first comment (when opening
a new ticket) to include after the problem info a disclaimer that
basically says
“We reserve the right to dispose of equipment left more than 90 days
after service is completed, unless other arrangements are made with our
company”.
Sig/date line
Right now, I have it set as a signature for all users, but that’s really
a pain, since you need to delete it when ever you make a comment update.
Is there a cleaner way of doing this (preferably, just for a single
queue)? I’m guessing that it can probably be done with either a scrip
or a template, but I’m lost as to how to make it work.
Thanks,
Ben
Ben Weston
System/Network Engineer
ComputerHELP! Inc.
(207) 783-8478
I assume you want the automatic reply sent to a user on ticket
submission to include your disclaimer. If so, you should only have to
change autoreply template. Otherwise, you could look at the
correspondence template, but I’m not sure how you could determine if it
is the first reply or not.
Craig
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ben
WestonSent: Tuesday, October 02, 2007 1:53 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] disclaimer on first comment for a queue. need a
moreelegant solution
Greetings all.
What I’m trying to do is this. We want the first comment (when opening
a new ticket) to include after the problem info a disclaimer that
basically says
“We reserve the right to dispose of equipment left more than 90 days
after service is completed, unless other arrangements are made with our
company”.
Sig/date line
Right now, I have it set as a signature for all users, but that’s really
a pain, since you need to delete it when ever you make a comment update.
Is there a cleaner way of doing this (preferably, just for a single
queue)? I’m guessing that it can probably be done with either a scrip
or a template, but I’m lost as to how to make it work.
Thanks,
Ben
Ben Weston
System/Network Engineer
ComputerHELP! Inc.
(207) 783-8478