Hi, RT auto replies to the user when the ticket is created, that’s fine but
what I want to know is that how do I send the same auto reply message that
contains the ticket number to my technician cause the don’t have time to
check RT on a regular basis.
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>
>Hi, RT auto replies to the user when the ticket is created,
>that’s fine but
>what I want to know is that how do I send the same auto reply
>message that
>contains the ticket number to my technician cause the don’t
>have time to
>check RT on a regular basis.
>—
Login as root, go to configuration–>global–>templates–>autoreply
Copy that template by selecting all and copy(or Ctrl+A then Ctrl + C).
don’t submit, instead go to left menu, and click “New template”. Paste
that(what you copied) in the message box, and give the template a name (say
copy2technician) and submit.
The click on scrips(in the left menu bar under Configuration-global), Create
a new scrip that should roughly read like
"On Create ticket send mail to Admin CC with template copy2techician"
And what you’ll be required to do is include him as an admin cc and you’re
done
Wilson
>
>:-) >
>:-) >Hi, RT auto replies to the user when the ticket is created,
>:-) >that’s fine but
>:-) >what I want to know is that how do I send the same auto reply
>:-) >message that
>:-) >contains the ticket number to my technician cause the don’t
>:-) >have time to
>:-) >check RT on a regular basis.
>:-) >—
>Login as root, go to configuration–>global–>templates–>autoreply
>Copy that template by selecting all and copy(or Ctrl+A then Ctrl + C).
>don’t submit, instead go to left menu, and click “New template”. Paste
>that(what you copied) in the message box, and give the
>template a name (say
>copy2technician) and submit.
>The click on scrips(in the left menu bar under
>Configuration-global), Create
>a new scrip that should roughly read like
>“On Create ticket send mail to Admin CC with template copy2techician”
>
>And what you’ll be required to do is include him as an admin
>cc and you’re
>done
>
I require that you use a new scrip to copy to the techician because he may
not want all the nonsense. So what’s is really required is $Ticketobj->Id.
You can also customize the message in that new template