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<DIV dir=ltr align=left><SPAN class=363011217-05042005><FONT face=Arial
color=#0000ff size=2>When I resolve a ticket (RT 3.2.2) I have a drop-down
for "Ticket Type" which can be either "Comment" or "Reply to Requestors".
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<P><FONT size=2>----<BR>Perfection is just a word I use occasionally with
mustard.<BR><BR>Atom Powers<BR>Systems Administrator<BR>Pyramid Breweries
Inc.<BR>206.682.8322 x251</FONT> </P>
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<FONT face=Tahoma size=2><B>From:</B> Meo, Anthony [mailto:Anthony.Meo@btci.com]
<BR><B>Sent:</B> Tuesday, April 05, 2005 10:05 AM<BR><B>To:</B> Atom Powers;
RT-Users@lists.bestpractical.com<BR><B>Subject:</B> RE: [rt-users] Correspond on
Resolve action.<BR></FONT><BR></DIV>
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<P class=MsoNormal><FONT face=Arial color=navy size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">Not sure if that is the
best way to go about it. The reason I say this is that When corresponding
with the customer, the transaction is always recorded as a Correspondence
(Reply). When resolving, the transaction is a comment. By general RT
rules, comments do not get sent to the Customers. I understand this can be
easy coded around but personally I feel it is a good practice to maintain. By
never breaking that rule, you don’t run the risk of having internal (potentially
bad) comments reaching your customers.<O:P></O:P></DEFANGED_SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"><O:P></O:P></DEFANGED_SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">So, with that said, are
there any ideas here how to use the resolve transaction as a reply instead of a
comment (without sending 2 emails). But so I can build a scrip
around it.<O:P></O:P></DEFANGED_SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"><O:P></O:P></DEFANGED_SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">Thanks,<O:P></O:P></DEFANGED_SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=navy size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">-Anthony<O:P></O:P></DEFANGED_SPAN></FONT></P>
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<P class=MsoNormal><B><FONT face=Tahoma size=2><DEFANGED_SPAN
style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">From:</DEFANGED_SPAN></FONT></B><FONT
face=Tahoma size=2><DEFANGED_SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">
Atom Powers [mailto:APowers@PyramidBrew.com] <BR><B><DEFANGED_SPAN
style="FONT-WEIGHT: bold">Sent:</DEFANGED_SPAN></B> Tuesday, April 05, 2005 1:02
PM<BR><B><DEFANGED_SPAN style="FONT-WEIGHT: bold">To:</DEFANGED_SPAN></B> Meo,
Anthony; RT-Users@lists.bestpractical.com<BR><B><DEFANGED_SPAN
style="FONT-WEIGHT: bold">Subject:</DEFANGED_SPAN></B> RE: [rt-users] Correspond
on Resolve action.</DEFANGED_SPAN></FONT><O:P></O:P></P>
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<P class=MsoNormal><FONT face="Times New Roman" size=3><DEFANGED_SPAN
style="FONT-SIZE: 12pt"><O:P></O:P></DEFANGED_SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=blue size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: Arial">That's a good idea. I
just added this to the bottom of my "On Resolve"
template:</DEFANGED_SPAN></FONT><O:P></O:P></P>
<P class=MsoNormal><FONT face="Times New Roman" size=3><DEFANGED_SPAN
style="FONT-SIZE: 12pt"><O:P></O:P></DEFANGED_SPAN></FONT></P>
<P class=MsoNormal><FONT face=Arial color=blue size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: Arial">{$Transaction->Content()}</DEFANGED_SPAN></FONT><O:P></O:P></P>
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<P class=MsoNormal><FONT face="Times New Roman" size=3><DEFANGED_SPAN
style="FONT-SIZE: 12pt"><O:P></O:P></DEFANGED_SPAN></FONT></P>
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<P class=MsoNormal><FONT face=Arial color=blue size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: Arial"><!-- Converted from text/plain format -->Didn't test it though.</DEFANGED_SPAN></FONT><O:P></O:P></P>
<P><FONT face="Times New Roman" size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt">----<BR>Perfection is just a word I use occasionally
with mustard.<BR><BR>Atom Powers<BR>Systems Administrator<BR>Pyramid Breweries
Inc.<BR>206.682.8322 x251</DEFANGED_SPAN></FONT> <O:P></O:P></P>
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<P class=MsoNormal><FONT face="Times New Roman" size=3><DEFANGED_SPAN
style="FONT-SIZE: 12pt"><O:P></O:P></DEFANGED_SPAN></FONT></P>
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style="FONT-SIZE: 12pt"><O:P></O:P></DEFANGED_SPAN></FONT></P>
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face="Times New Roman" size=3><DEFANGED_SPAN style="FONT-SIZE: 12pt">
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<P class=MsoNormal DEFANGED_style="margin-bottom:12.0pt"><B><FONT face=Tahoma
size=2><DEFANGED_SPAN
style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">From:</DEFANGED_SPAN></FONT></B><FONT
face=Tahoma size=2><DEFANGED_SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <B><DEFANGED_SPAN
style="FONT-WEIGHT: bold">On Behalf Of </DEFANGED_SPAN></B>Meo,
Anthony<BR><B><DEFANGED_SPAN style="FONT-WEIGHT: bold">Sent:</DEFANGED_SPAN></B>
Tuesday, April 05, 2005 9:56 AM<BR><B><DEFANGED_SPAN
style="FONT-WEIGHT: bold">To:</DEFANGED_SPAN></B>
RT-Users@lists.bestpractical.com<BR><B><DEFANGED_SPAN
style="FONT-WEIGHT: bold">Subject:</DEFANGED_SPAN></B> [rt-users] Correspond on
Resolve action.</DEFANGED_SPAN></FONT><O:P></O:P></P>
<P><DEFANGED_SPAN lang=en-us><FONT face=Arial size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"><!-- Converted from text/rtf format -->Anyone
have any ideas on how we can use the resolve action in the web interface as
bo</DEFANGED_SPAN><DEFANGED_SPAN lang=en-us></DEFANGED_SPAN><DEFANGED_SPAN
lang=en-us>th the action of resolving and the correspondence
t</DEFANGED_SPAN><DEFANGED_SPAN lang=en-us></DEFANGED_SPAN><DEFANGED_SPAN
lang=en-us>hat we want to
send.</DEFANGED_SPAN></FONT></DEFANGED_SPAN><O:P></O:P></P>
<P><DEFANGED_SPAN lang=en-us><FONT face=Arial size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Essentially, I want to make the
resolve action function as a final
communication</DEFANGED_SPAN></FONT></DEFANGED_SPAN><DEFANGED_SPAN
lang=en-us></DEFANGED_SPAN><DEFANGED_SPAN lang=en-us> <FONT face=Arial
size=2><DEFANGED_SPAN style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">with the
customer and a status notification</DEFANGED_SPAN><DEFANGED_SPAN
lang=en-us></DEFANGED_SPAN><DEFANGED_SPAN lang=en-us>. A special template
would be used, basically a combination of the correspond and resolve
templates.</DEFANGED_SPAN></FONT></DEFANGED_SPAN><O:P></O:P></P>
<P><DEFANGED_SPAN lang=en-us><FONT face=Arial size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Thanks,</DEFANGED_SPAN></FONT></DEFANGED_SPAN><O:P></O:P></P>
<P><DEFANGED_SPAN lang=en-us><FONT face=Arial size=2><DEFANGED_SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">-Anthony</DEFANGED_SPAN></FONT></DEFANGED_SPAN><DEFANGED_SPAN
lang=en-us></DEFANGED_SPAN><DEFANGED_SPAN
lang=en-us></DEFANGED_SPAN><O:P></O:P></P>
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