Quoting the ticket URL in emails

RT Users
1

I want to be able to put a URL in messages sent out from RT to make it
easier for users of the system to be able to go directly to that ticket if
they want to see the whole history.

However, the URL will depend on whether or not that user is privileged. If
they are, the URL contains “Tickets”. If they aren’t, the URL contains
"SelfService" … or something like that :slight_smile:

Can anyone advise

(a) whether or not it is possible to determine whether or not the requestor
is privileged or not

(b) whether or not it is possible to put some logic into the templates to
return different strings depending on (a)

© a better way of doing this :slight_smile:

Thanks.

–Philip

Philip Colmer, MBCS CEng CCSE Tel: 01223 271223
I.T. Manager Fax: 01223 215513
ProQuest Information & Learning
The Quorum, Barnwell Road, Cambridge, CB5 8SW