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Hi Filipe,<br><br>
Your first question is a pretty simple thing to do. Create an
e-mail template in your helpdesk queue that has the text of the e-mail
you want the user to get (make sure you leave the first line of the
template blank). Create a new scrip in the helpdesk queue.
Select "On Queue Change" for Condition. Select
"Notify Requestors" for Action. Select the template you
just created for Template. That's it!<br><br>
If I'm not mistaken, you don't have to do anything for things to work the
way you describe in your second question. As long as the ticket
number stays in the subject line, it should get added to the ticket
history when the external group replies to the e-mail that your helpdesk
forwarded.<br><br>
Regards,<br>
Gene<br><br>
At 03:13 PM 9/29/2008, Filipe José Silva Clemente wrote:<br>
<blockquote type=cite class=cite cite=""><font face="arial" size=2>I have
a queue called "Entrance" where the RT puts all emails received
by my helpdesk email address. This queue doesnt send an automatic ticket
ID email to the requestor.<br>
</font> <br>
<font face="arial" size=2>I have another queue called helpdesk used for
the work team to move tickets from entrance to helpdesk. I want to send
an email to the requestor notifying the ticket ID only when my team moves
the ticket from the queue entrance to the queue helpdesk.<br>
</font> <br>
<font face="arial" size=2>Do u have any acript to do this? Any clues or
website links?<br>
</font> <br>
<font face="arial" size=2>Another question:<br>
</font> <br>
<font face="arial" size=2>My helpdesk team forwards a ticket by email to
an external support team. Then i want the external support team to
comment the ticket and send it back by email to RT and be added to the
ticket history. What is the best way to implement this?<br>
</font> <br>
<br>
<font face="arial" size=2>TIA,<br>
</font> <br>
<font face="arial" size=2>Filipe Clemente<br>
Portugal</font></blockquote>
<x-sigsep><p></x-sigsep>
<br>
-- <br>
Gene LeDuc, GSEC<br>
Security Analyst<br>
San Diego State University</body>
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