I know that it is possible to create a template that is used by various
parts of the RT system to handle/respond to various situations.
But, I have not been able to figure out how to do the following:
I have a queue that handles requests for certain permissions. Once the
permissions have been taken care of I want to send out a “standard"
reply with certain information in it. But, I do not want this to be the
"resolved” template or they would get this info every time I closed the
ticket. If they responded back with more questions I do not want them
to get this “stanard reply” again.
Is there a way to setup a template that can be used in this way?
Ed Davison
Sr. Systems Analyst
McCombs School of Business
512-232-6620 voice
I know that it is possible to create a template that is used by various
parts of the RT system to handle/respond to various situations.
But, I have not been able to figure out how to do the following:
I have a queue that handles requests for certain permissions. Once the
permissions have been taken care of I want to send out a “standard"
reply with certain information in it. But, I do not want this to be the
"resolved” template or they would get this info every time I closed the
ticket. If they responded back with more questions I do not want them
to get this “stanard reply” again.
Is there a way to setup a template that can be used in this way?
Ed Davison
Sr. Systems Analyst
McCombs School of Business
512-232-6620 voice
I know that it is possible to create a template that is used by various
parts of the RT system to handle/respond to various situations.
But, I have not been able to figure out how to do the following:
I have a queue that handles requests for certain permissions. Once the
permissions have been taken care of I want to send out a “standard”
reply with certain information in it. But, I do not want this to be the
“resolved” template or they would get this info every time I closed the
ticket. If they responded back with more questions I do not want them
to get this “stanard reply” again.
Is there a way to setup a template that can be used in this way?
Yes.
IMHO you need special scrip condition
http://wiki.bestpractical.com/index.cgi?OnResolveOnce
that triggers resolve action only once at the first time.
–
Ed Davison
Sr. Systems Analyst
McCombs School of Business
512-232-6620 voice
The rt-users Archives
Be sure to check out the RT Wiki at http://wiki.bestpractical.com
Buy your copy of our new book, RT Essentials, today!
Download a free sample chapter from http://rtbook.bestpractical.com
Best regards, Ruslan.