# Including comment and a reply in the same RT transaction using tags?

Can I reply to an RT ticket AND make a comment at the same time, using
XML tags or something?

Example: I reply to a ticket and type this:

We have now corrected the problem with your email account. Please tell
us if you’re still experiencing problems.

{comment}

This is the 3rd time this bozo has deleted his email. I pulled it from
the backups, but if he does it again, let’s can his account.

{/comment}

and then RT creates two transactions (and sends two sets of emails),
one for the reply and one for the comment. This seems easier than
having to do the reply + comment separately.

I used curly braces just in case some people have email readers that
interpret HTML/XML-- in reality the tags would use angle brackets or
whatever.

We’re just a Bunch Of Regular Guys, a collective group that’s trying
to understand and assimilate technology. We feel that resistance to
new ideas and technology is unwise and ultimately futile.

At Sunday 3/25/2007 09:43 PM, Kelly Jones wrote:

Can I reply to an RT ticket AND make a comment at the same time, using
XML tags or something?

Example: I reply to a ticket and type this:

We have now corrected the problem with your email account. Please tell
us if you’re still experiencing problems.

{comment}

This is the 3rd time this bozo has deleted his email. I pulled it from
the backups, but if he does it again, let’s can his account.

{/comment}

and then RT creates two transactions (and sends two sets of emails),
one for the reply and one for the comment. This seems easier than
having to do the reply + comment separately.

I used curly braces just in case some people have email readers that
interpret HTML/XML-- in reality the tags would use angle brackets or
whatever.

One small typo and you’ve got a very angry customer - or at least a
customer who sees comments she doesn’t need to see. I’d say it’s much
safer to use two separate transactions for this.

Steve