Hello all!
Has someone ever developped something for quoting last Correspondence when
clicking “Reply” or “Resolve”? For example, a check box that quote the last
correspondence of the ticket.
I also have a small problem…
I am using these rules for scrips:
-OnTransaction NotifyOwner with template Transaction
-OnCorrespond AutoreplyToRequestors with template Followup-Template
-OnCreate AutoreplyToRequestors with template Autoreply
I dont want the system to autoreply when customers replies to their emails.
But if i disable the OnCorrespond rule, when we hit reply or resolve, the
customer get nothing. Also, i don’t want to use a comment address for
replies because tickets are not automatically re-opened. Any suggestions?
Regards,
Steve Poirier
Directeur d�veloppement / Project Manager
Inet Technologies Inc.
Steve Poirier wrote:
Has someone ever developped something for quoting last Correspondence when
clicking “Reply” or “Resolve”? For example, a check box that quote the last
correspondence of the ticket.
It already does, if you click “reply” or “comment” within the
transaction you want to quote. There’s no “resolve” in there, but
adding one should be a trivial hack to the bottom of
webrt/Ticket/Elements/ShowTransaction.
I also have a small problem…
I am using these rules for scrips:
-OnTransaction NotifyOwner with template Transaction
-OnCorrespond AutoreplyToRequestors with template Followup-Template
-OnCreate AutoreplyToRequestors with template Autoreply
I dont want the system to autoreply when customers replies to their emails.
But if i disable the OnCorrespond rule, when we hit reply or resolve, the
customer get nothing. Also, i don’t want to use a comment address for
replies because tickets are not automatically re-opened. Any suggestions?
Try making the OnCorrespond action “NotifyRequestors” instead of
“AutoreplyToRequestors”.