Reply template

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


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