RES: Best practices?


Try something like this:

OnCreate AutoreplyToRequestors with template AutoReply
OnCreate NotifyAdminCcs with template Transaction
OnCorrespond NotifyAllWatchers with template Correspondence
OnComment NotifyAdminCcsAsComment with template AdminComment
OnResolve NotifyRequestors with template Resolved

Be sure to grant the correct rights:

Everyone: SeeQueue/CreateTicket
Requestor: ReplyToTicket/CommentOnTicket
AdminCC: ShowTicket,ModifyTicket,DeleteTicket, etc …

Hope this help,