Including some text, automatically, in Reply's message field

RT Users
1

Hello all,

I was just wondering if, when replying to a ticket, text can be pulled
into the message field automatically. What I’d like to do is include
the Resolved template’s “According to our records…” message in the
field by default, to state explicitly that the issue is closed, and
then type in our explanation of the fix manually, and have it go out
as one consolidated email. Is that possible?

Thanks,
Chris

2

Chris,

We do that. We built a template that includes statements WE want read

embedded into the default RT header info (ticket number). We also
include various ticket data info along with the comments we make when we
resolve the ticket (or any other change to the ticket status that would
involve the need for instructions). There’s plenty of examples in wiki
and the RT Essentials book.

Kenn
LBNLOn 2/14/2008 11:45 AM, Chris wrote:

Hello all,

I was just wondering if, when replying to a ticket, text can be pulled
into the message field automatically. What I’d like to do is include
the Resolved template’s “According to our records…” message in the
field by default, to state explicitly that the issue is closed, and
then type in our explanation of the fix manually, and have it go out
as one consolidated email. Is that possible?

Thanks,
Chris

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